Lead Quality & Knowledge

France·ParisFull-timelead

OtherQuality

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Quick Summary

Key Responsibilities

Define the QA framework, run calibration sessions across teams and markets, and ensure scoring stays consistent across all channels and geographies.

Technical Tools

OtherQuality

Responsibilities

~1 min read

→Set and calibrate quality standards: Define the QA framework, run calibration sessions across teams and markets, and ensure scoring stays consistent across all channels and geographies.
→Build the training system: Design structured learning paths, certification frameworks, and training materials that define what good looks like across all Customer Care markets.
→Own knowledge management end-to-end: Run the internal KMS and Help Center — from content prioritization and governance to SLA adherence and Tone of Voice alignment.
→Be the quality railguard for AI: Own the knowledge layer feeding our AI bot and automated agents, and turn quality reviews into structured feedback that shapes the AI Lab's roadmap.
→Turn quality data into action: Track quality scores, time-to-proficiency, KB freshness, and deflection rates — and use them to move CSAT and escalation metrics.

Deep QA and training experience: You've spent 7+ years in Customer Ops or Support quality and training roles, ideally in a fast-moving SaaS or tech environment.
QA framework builder: You've designed calibration grids and scoring systems from scratch — and made teams that didn't define them adopt them anyway.
Influence without authority: You've moved stakeholders — Product, Legal, team leads — using data and credibility, not hierarchy.
Systems thinker: You catch second-order effects before they surface: flagging a FAQ gap when a product changes, anticipating a compliance edge case in bot content.
AI-ready and bilingual: You're comfortable owning the knowledge layer that feeds AI agents, and you're fluent in both French and English.

Strategic Impact: Lead a broad and real scope where you'll define what quality excellence looks like for Customer Care across three European markets.
Cross-functional collaboration: You'll influence Product, Legal, and the AI Lab through quality data — shaping roadmaps and standards.
AI focused initiative: You'll own the knowledge layer powering our bot and AI agents at a moment when that layer directly determines the quality of thousands of customer interactions.
Dynamic team: Six embedded specialists, two per market, with room to build depth through ownership.

Your Manager will be Julie, Director of Customer Care & Success at Qonto. Julie has been with Qonto since 2020 and has grown through several strategic roles, including Chief of Staff / Directrice de cabinet, before taking the lead of Customer Care & Success Operations.

Today, Julie owns the transformation of CS&D, reshaping the team’s structure and mission to better serve customers, empower the team, and strengthen Qonto’s operational impact. She brings a strong mix of strategic thinking, operational excellence, and customer obsession — with a clear focus on building scalable systems, improving how teams work, and turning customers into Qonto ambassadors.

Expect a manager who combines high standards with structured thinking, gives teams clear direction, and creates space for ownership in a function that is evolving fast.

At Qonto, we understand that true diversity isn’t just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick — who knows? You may have the missing piece of the puzzle we’ve been searching for all along.

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