Lead Quality & Knowledge
qonto · Paris
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About the role
Our mission and customers: 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 are proud to be rated 4.8 on Trustpilot , based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here ).
Our journey: Founded in 2017 by Alexandre and Steve , Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started.
Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.
AI at Qonto: AI is deeply embedded in how we work ( here ) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.
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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 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.
Skills
- Jira
- Confluence
- Agile
- Scrum
- Leadership
- Stakeholder Management
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