SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Scalable Capital, a leading digital investment and banking platform in Europe, is seeking a Client Service Quality Assurance Manager to oversee and enhance the quality of customer interactions across all service channels.
In this role, you will monitor daily interactions between client service agents, chatbots, and customers. You'll begin with manual case reviews to deeply understand quality standards while maximizing customer satisfaction. You'll conduct data-driven root cause analysis to uncover systemic issues, product defects, or process gaps, translating complex analytical insights into clear, actionable recommendations for stakeholders across Client Service and Product teams.
You'll be instrumental in designing comprehensive quality frameworks that serve as the foundation for both human workflows and AI models. As the company transitions from manual audits to automated QA tools, you'll actively guide this evolution by testing edge cases, validating AI assessments (including chatbot interactions), and ensuring AI applies quality standards accurately. You'll also proactively identify automation opportunities for repetitive QA workflows, improve data availability, and continuously enhance quality management efficiency.
Scalable Capital operates across multiple European cities (Munich, Berlin, Vienna, Milan, London) with over 700 employees and serves more than one million customers managing over €50 billion on the platform. The company offers a digital investment platform with a full banking license, including a broker for stocks, ETFs, cryptocurrencies, and derivatives, plus digital wealth management and other financial services.
Qualifications:
- Solid professional experience in Client Service, Quality Assurance (QA), or an operational role, ideally in a dynamic environment or fintech industry
- Excellent communication skills in both English and German (minimum C2 level)
- Strong affinity for technical topics such as software and AI tools; enthusiasm for using technology to automate repetitive tasks (programming experience not required)
- Analytical mindset with comfort working with data, dashboards, and understanding the "why" behind metrics
- Proactive, solution-oriented approach; preference for improving processes rather than simply executing them
