Quality Manager (12-month Fixed Term)

 

We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day. 

  

Help define and enforce quality metrics and standards with third-party vendors, monitoring adherence to service level agreements and flagging gaps

Support the day-to-day management of the 3rd party Quality team, coordinating priorities and helping ensure consistent performance

Compile and present quality metrics, trends, and insights to the business on a regular basis

Contribute to building and refining quality guidelines across multiple lines of business, working closely with stakeholders to keep them relevant and up to date

Help identify and roll out AI tools and automation to improve quality workflows and evaluation processes

Get hands-on with quality activities such as calibration sessions and audits, staying close to day-to-day operations and evaluator consistency

2-4 years of experience in Quality Assurance, Quality Management, or a related Customer Service role, ideally with some team leadership or oversight experience

Experience managing or working closely with outsourced/third-party or BPO teams

Solid understanding of quality frameworks, calibration processes, and audit methodologies

Experience building or improving quality guidelines, ideally across more than one business line or product

Comfort working with data — able to analyze quality metrics, spot trends, and translate insights into recommendations for leadership

Familiarity with AI tools or automation in a customer service/QA context (e.g., conversation analytics, auto-QA, AI-assisted scoring); hands-on experience is a plus

Good communication skills, with experience presenting to cross-functional stakeholders

E-commerce industry experience strongly preferred; B2B experience is a big plus

Bachelor's degree or equivalent practical experience

 

Pet-friendly environment, where you can bring your furry desk buddy;  

Discounts on our top-notch products;   

Health insurance including dentist;  

24 days holidays / year +1 day/year at Emma (máx. 29 days);  

The opportunity to collaborate with multinational teams;  

Exciting events that aren't just team-building exercises but opportunities to create epic memories;  

All the tools you need to grow and ownership from the beginning. 

 

Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up. ​

 

We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

 

Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!