Client Service Quality Assurance Manager (m/w/d)
Core
Monitor and improve customer interactions between human agents, chatbots, and clients to maximize satisfaction and identify systemic issues.
Role type
Senior Client Service Quality Assurance Manager
Builds
Quality frameworks for human workflows and AI models, automated QA tools, and optimized service processes.
Domain
FinTech / Customer Experience / AI Quality Assurance
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Quality assurance, data analysis, stakeholder reporting, process optimization, AI tool validation, framework definition
Preferred skills
Automation, technical affinity, proactive problem solving
Technologies
Chatbots, QA tools, dashboards
Responsibilities
Conduct manual and automated quality audits of customer interactions, analyze data to root-cause systemic problems, define quality standards for human and AI workflows, report insights to stakeholders, optimize QA processes.
Seniority
Senior, hands-on IC