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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 will 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 will define comprehensive quality standards that serve as the foundation for both human workflows and AI models. A key responsibility is actively managing the transition from manual audits to automated QA tools—testing edge cases, validating AI assessments (including chatbot interactions), and ensuring AI applies standards accurately. You will also proactively identify automation opportunities in recurring QA workflows, improve data availability, and continuously enhance quality management efficiency.
Scalable Capital operates a full-service digital banking platform with over 1 million customers managing more than €50 billion in assets. The company offers brokerage services, digital wealth management, savings products, loans, and a private investor exchange. Founded in 2014, Scalable Capital employs over 700 people across Munich, Berlin, Vienna, Milan, and London.
Requirements:
- Foundational professional experience in client service, quality assurance (QA), or an operational role, ideally in a dynamic environment or fintech industry
- Excellent communication skills in 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
