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Scalable Capital, a leading European fintech platform with full banking license, 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 and maximize 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 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 applies standards accurately. You'll also proactively identify automation opportunities for recurring 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 modern work environment with flexible arrangements, career development support, and an attractive benefits package.
Requirements:
- 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 (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
