Lead Quality

Lead Quality & Knowledge for Customer Care

Join us as Lead Quality & Knowledge for our Customer Care function and own the full loop that keeps our service excellent at scale: quality standards, gap identification, training, and knowledge remediation. You'll operate as both a trusted enablement partner to frontline teams and an independent quality arbiter, reporting directly to Julie, Director of Customer Care & Success.

What you'll do

• 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.

What we're looking for

• 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.

What we can offer you

• 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 future manager

Your Manager will be Julie, Director of Customer Care & Success ie has been with Qonto since 2020 and has grown through several strategic roles, including Chief of Staff / Direct rice 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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On average, our hiring process lasts 20 working days. More information on our candidate journey here

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