Lead Quality & Knowledge

Overview

We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We put customer satisfaction at the core of what we do.

Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600 employees serving over 600,000 customers across 8 European countries. We have been profitable since 2023 and are just getting started.

We hire for skills and potential. With 80+ nationalities and 45% women overall, and 56% women in our leadership team, diversity is who we are. We have built a discrimination‑free hiring process.

AI is deeply embedded in how we work. Every team member gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, and know when to trust it and when to question it.

Lead Quality & Knowledge – Customer Care

Own the full loop that keeps our service excellent at scale: quality standards, gap identification, training, and knowledge remediation. Operate as a trusted enablement partner to frontline teams and an independent quality arbiter, reporting directly to Julie, Director of Customer Care & Success.

What you will 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: 7+ years in Customer Ops or Support quality and training roles, ideally in a fast‑moving SaaS or tech environment.
• QA framework builder: designed calibration grids and scoring systems from scratch and made teams that didn’t define them adopt them anyway.
• Influence without authority: moved stakeholders – Product, Legal, team leads – using data and credibility, not hierarchy.
• Systems thinker: caught second‑order effects before they surfaced, flagging FAQ gaps when a product changes and anticipating compliance edge cases in bot content.
• AI‑ready and bilingual: comfortable owning the knowledge layer that feeds AI agents, and fluent in both French and English.

What we can offer you

• Strategic impact: lead a broad scope where you define what quality excellence looks like for Customer Care across three European markets.
• Cross‑functional collaboration: influence Product, Legal, and the AI Lab through quality data – shaping roadmaps and standards.
• AI focused initiative: 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

Julie, Director of Customer Care & Success at Qonto, will be your manager. Julie has been with Qonto since 2020 and has grown through several strategic roles, including Chief of Staff and Directrice de cabinet, before leading Customer Care & Success Operations. She focuses on building scalable systems, improving how teams work, and turning customers into ambassadors.

Diversity and inclusion

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