Client Service 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
Senior Client Service Quality Assurance Manager
Builds
Quality frameworks, automated QA tools, and actionable insights for product and client service teams.
Domain
FinTech / Customer Experience / AI Quality Assurance
Deliverable
production ML models
Required skills
Quality assurance, data analysis, stakeholder communication, process optimization, AI tool validation, framework definition, root cause analysis, automation strategy, dashboard interpretation, cross-functional collaboration
Preferred skills
FinTech experience, technical affinity, proactive problem solving
Technologies
Chatbots, QA tools, dashboards, AI models
Responsibilities
Conduct manual and automated quality audits of customer interactions, analyze data to identify systemic issues, translate insights into recommendations, define quality standards for AI and human workflows, validate AI evaluations, optimize QA processes.
Seniority
Senior, hands-on IC