Manager, Quality Assurance

Responsibilities

• Own the end-to-end QA programme across all support channels - defining frameworks, scoring rubrics, calibration processes and feedback loops
• Lead and develop, setting us up for success and making sure you work drives real improvement (not just scorecards)
• Partner with Support Team Leads to close the loop on coaching - making sure QA findings translate into meaningful development for agents
• Analyse quality trends and surface insights to leadership: what's working, what isn't, where we need to invest
• Work cross-functionally to flag recurring issues that go beyond support - bugs, process gaps, product friction
• Define and maintain what "good" looks like for each channel and interaction type, and evolve it as Pleo and our customers change
• Build reporting and dashboards that give the right people the right visibility
• Run calibration sessions that keep the team aligned and scoring consistently

Requirements

• Proven experience running a QA function within a customer support environment - ideally at a tech or fintech company
• Experience managing people, with a track record of developing QA analysts or coaches
• Strong analytical mindset - you're comfortable working with data and drawing meaningful conclusions from it
• Familiarity with QA tooling (Playvs, Klaus, MaestroQA, or similar) and support platforms (Zendesk, Intercom, etc.)
• A sharp eye for what makes a customer interaction genuinely good - not just technically correct
• The ability to influence without authority - you'll need to bring Team Leads and agents on the journey with you
• Clear, direct communicator who can translate quality metrics into stories that resonate with different audiences
• Bonus points if you have
• Experience scaling QA in a high-growth environment
• Familiarity with CSAT, NPS, and how quality programmes connect to customer satisfaction metrics
• Background in BPO or outsourced support QA

Benefits

Additional Information

About Pleo Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses 'go beyond'. The word 'Pleo' actually means 'more than you'd expect', and living by that mantra has been the secret to our success over the last 10 years. Now, we're at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can't say we've got this whole thing figured out. And frankly, that's half the fun! What we can say is that we're a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. What's the job? Pleo's Customer Support team is on the front line every day - helping thousands of finance teams across Europe get more out of their Pleo experience. As our Customer Support QA Manager, you'll make sure every interaction across every channel (chat, email, phone - all of it) meets the bar we've set for ourselves. This isn't just a compliance role. You'll build and own the QA function that helps our support team grow, get better, and actually enjoy the work. You'll turn quality data into real insights, work closely with Team Leads and Enablement, and make the case internally for what "great support" looks like at Pleo.

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