As a Quality Assurance Manager (m/w/d) at Scalable, you are overseeing customer interactions, conducting thorough reviews of daily interactions between our agents, chatbot, and customers in München, BY, DE. You are starting with manual case reviews to deeply understand our quality requirements, always aiming to enhance customer experience. This role is crucial as it ensures the delivery of high-quality services, contributing significantly to the success of our financial technology solutions. By joining our team, you are becoming part of a dynamic industry that is constantly evolving, with immense growth and advancement potential. Your impact will be felt across the organization, influencing the development of our service quality and customer satisfaction. As Scalable continues to expand, your role will play a pivotal part in shaping our quality assurance processes, providing opportunities for professional growth and leadership development.

Your day-to-day activities as a Quality Assurance Manager include managing and improving our quality assurance processes, leveraging test management tools to ensure efficiency and effectiveness. Key responsibilities encompass:

• Developing and implementing quality assurance strategies to enhance customer experience


• Conducting regular audits and reviews of customer interactions to identify areas for improvement


• Collaborating with cross-functional teams to design and implement process enhancements


• Analyzing data and metrics to inform quality assurance decisions and optimize outcomes


• Providing training and feedback to agents to ensure high-quality service delivery


• Staying updated on industry trends and regulatory requirements to ensure compliance


• Leading and participating in projects aimed at improving service quality and customer satisfaction. To excel in this role, you possess strong technical skills, including proficiency in test management tools, and excellent soft skills, such as communication, problem-solving, and leadership. You are working closely with our service team, reporting to senior management, and contributing to the development of our quality assurance framework. Fluency in German is essential, as you will be interacting with German-speaking customers and stakeholders.

By joining Scalable as a Quality Assurance Manager, you are becoming part of a forward-thinking company that values innovation, customer satisfaction,