Quality Assurance Manager (m/w/d)
Core
Overseeing customer interactions between agents, chatbots, and clients to maximize satisfaction and define quality standards for human workflows and AI models.
Role type
Quality Assurance Manager (Client Service & AI)
Builds
Customer service quality frameworks, automated QA tools, and insights for product teams.
Domain
FinTech / Customer Experience / AI
Deliverable
dashboards & analysis
Required skills
Data analysis, stakeholder communication, process optimization, AI tool affinity, manual audit execution, framework definition
Preferred skills
Experience in Client Service or QA, FinTech industry knowledge, automation mindset
Technologies
Chatbots, QA tools, Dashboards
Responsibilities
Conduct manual case reviews to understand quality requirements, identify systemic issues and product defects through data analysis, translate analytical insights into actionable recommendations for stakeholders, define comprehensive quality standards for human and AI workflows, validate AI evaluations and edge cases, identify opportunities to automate QA workflows.
Seniority
Mid-Senior, hands-on IC