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
Customer service workflows and AI-driven quality monitoring tools for a fintech platform
Domain
Fintech / Customer Service / AI Quality Assurance
Deliverable
production ML models
Required skills
Data analysis, stakeholder communication, process optimization, AI tool affinity, manual audit execution, framework definition
Preferred skills
Experience in FinTech, automation of QA workflows, dashboard interpretation
Technologies
Chatbots, automated QA tools, dashboards
Responsibilities
Conduct manual case reviews to understand quality standards, translate analytical insights into actionable recommendations for stakeholders, define quality standards for human and AI workflows, validate AI evaluations and edge cases, identify opportunities to automate QA workflows.
Seniority
Senior, hands-on IC