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Scalable Capital, a leading European digital investment and banking platform, 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, starting with manual case reviews to deeply understand quality standards and maximize 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 guiding the transition from manual audits to automated QA tools—testing edge cases, validating AI assessments (including chatbot interactions), and ensuring AI models apply standards accurately. You will also proactively identify automation opportunities for repetitive QA workflows, improve data availability, and continuously enhance quality management efficiency.
Scalable Capital operates a full-service digital banking and investment platform with over one million customers managing more than €50 billion in assets. The company was founded in 2014 and employs over 700 people across Munich, Berlin, Vienna, Milan, and London.
Qualifications:
- Solid professional experience in Client Service, Quality Assurance (QA), or an operational role, ideally in a dynamic environment or fintech company
- 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 (no programming 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
