Help define and enforce quality metrics and standards with third-party vendors, monitoring adherence to service level agreements and flagging gaps
Support the day-to-day management of the 3rd party Quality team, coordinating priorities and helping ensure consistent performance
Compile and present quality metrics, trends, and insights to the business on a regular basis
Contribute to building and refining quality guidelines across multiple lines of business, working closely with stakeholders to keep them relevant and up to date
Help identify and roll out AI tools and automation to improve quality workflows and evaluation processes
Get hands-on with quality activities such as calibration sessions and audits, staying close to day-to-day operations and evaluator consistency

2-4 years of experience in Quality Assurance, Quality Management, or a related Customer Service role, ideally with some team leadership or oversight experience
Experience managing or working closely with outsourced/third-party or BPO teams
Solid understanding of quality frameworks, calibration processes, and audit methodologies
Experience building or improving quality guidelines, ideally across more than one business line or product
Comfort working with data — able to analyze quality metrics, spot trends, and translate insights into recommendations for leadership
Familiarity with AI tools or automation in a customer service/QA context (e.g., conversation analytics, auto-QA, AI-assisted scoring); hands-on experience is a plus
Good communication skills, with experience presenting to cross-functional stakeholders
E-commerce industry experience strongly preferred; B2B experience is a big plus
Bachelor's degree or equivalent practical experience.

Pet-friendly environment, where you can bring your furry desk buddy;
Discounts on our top-notch products;
Health insurance including dentist;
24 days holidays / year +1 day/year at Emma (máx. 29 days);
The opportunity to collaborate with multinational teams;
Exciting events that aren't just team-building exercises but opportunities to create epic memories;
All the tools you need to grow and ownership from the beginning.

Quality Manager – 12-month Fixed Term

Key skills