Lead Quality & Knowledge

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. ------------------------------------------------------------------------------------------------------ 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