Client Service Quality Assurance Manager (m/w/d)
Core
Monitor and improve customer interactions between human agents, chatbots, and clients to maximize satisfaction.
Role type
Senior Client Service Quality Assurance Manager
Builds
Human and AI-driven customer service workflows for a European fintech platform
Domain
Fintech / Customer Experience
Deliverable
production ML models
Required skills
Quality assurance, data analysis, stakeholder communication, process optimization, AI tool validation, framework definition
Preferred skills
Automation, technical affinity, analytical thinking
Technologies
Chatbots, QA tools, dashboards
Responsibilities
Conduct manual and automated quality audits of customer interactions, analyze data to identify systemic issues, translate insights into actionable recommendations, define quality standards for human and AI workflows, validate AI evaluations and edge cases, optimize QA processes for efficiency.