Quality & Customer Excellence Manager — Sleep Brand (AI Tools)

Emma Sleep; Lisboa; Presencial; EUR 35 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Pet-friendly environment

Discounts on products

Health insurance including dentist

24 days holidays

Collaboration with multinational teams

Team events

Ownership from day one

Resumo da oferta

Emma Sleep is seeking a driven Quality Assurance Lead to help define quality metrics, monitor SLAs with third-party vendors, and drive continuous improvement across multiple business lines.

You'll lead a small QA team, analyze quality data, and collaborate with product, support and external partners to raise standards and deliver exceptional customer experiences in a fast-growing D2C environment.

Qualificações

• 2-4 years of experience in Quality Assurance, Quality Management, or related Customer Service roles.
• Experience with outsourced/third-party or BPO teams.
• Solid understanding of quality frameworks, calibration processes, and audit methodologies.
• Experience building or improving quality guidelines across multiple business lines.
• Comfort analyzing data, spotting trends, and translating insights for leadership.
• Familiarity with AI tools or automation in QA contexts; hands-on is a plus.
• Excellent communication and cross-functional collaboration skills.
• E-commerce experience strongly preferred; B2B a plus.
• Bachelor's degree or equivalent practical experience.

Responsabilidades

• Define and enforce quality metrics and standards with third-party vendors.
• Support day-to-day management of the 3rd party Quality team, coordinating priorities.
• Compile and present quality metrics, trends, and insights to the business.
• Contribute to building and refining quality guidelines across lines of business.
• Help identify and roll out AI tools and automation to improve workflows.
• Participate in calibration sessions and audits to maintain evaluator consistency.

Conhecimentos

Quality Assurance

Quality Management

Data Analysis

Stakeholder Communication

Leadership

SLA Management

Formação académica

Bachelor's degree or equivalent

Ferramentas

AI Tools

Descrição da oferta de emprego

Emma Sleep is seeking a driven Quality Assurance Lead to help define quality metrics, monitor SLAs with third-party vendors, and drive continuous improvement across multiple business lines.

You'll lead a small QA team, analyze quality data, and collaborate with product, support and external partners to raise standards and deliver exceptional customer experiences in a fast-growing D2C environment.