Lead Quality & Knowledge for AI-Driven Customer Care

Qonto; Paris; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

Qonto is seeking a Lead Quality & Knowledge expert in Paris to enhance Customer Care. You will define QA standards, develop training systems, and manage knowledge layers for AI agents.

With over 7 years in quality and training roles, you'll influence cross-functional teams while tracking quality metrics that drive customer satisfaction. Your fluency in French and English is essential for this role. You will report to Julie, the Director of Customer Care & Success.

Qualifications

• 7+ years in Customer Ops or Support quality and training roles.
• Designed calibration grids and scoring systems from scratch.
• Experience influencing stakeholders using data.
• Ability to anticipate compliance edge cases in bot content.
• Fluent in both French and English.

Responsabilités

• Define the QA framework and run calibration sessions.
• Design structured learning paths and training materials.
• Manage the internal KMS and Help Center.
• Ensure quality data drives actionable insights.
• Track quality metrics to improve customer satisfaction.

Connaissances

Deep QA and training experience

QA framework builder

Influence without authority

Systems thinker

AI-ready and bilingual

Description du poste

Qonto is seeking a Lead Quality & Knowledge expert in Paris to enhance Customer Care. You will define QA standards, develop training systems, and manage knowledge layers for AI agents.

With over 7 years in quality and training roles, you'll influence cross-functional teams while tracking quality metrics that drive customer satisfaction. Your fluency in French and English is essential for this role. You will report to Julie, the Director of Customer Care & Success.