Why This Job is Featured on The SaaS Jobs
This Lead Quality and Knowledge role sits at a point many SaaS companies reach when support volume, product breadth, and geographic expansion start to strain consistency. The remit spans quality standards, training systems, and knowledge governance, which are foundational layers for any subscription business where retention depends on reliable service across channels. The added focus on the knowledge layer behind AI agents reflects a broader SaaS shift from human-only support to blended automation that still needs rigorous controls.
For a SaaS career, the value is in learning how operational systems scale. Building calibration frameworks, tying enablement to measurable outcomes, and keeping internal and external knowledge current are transferable capabilities across customer operations, revenue operations, and service design roles. The work also creates exposure to cross-functional decision making, since quality findings often translate into product feedback loops and policy alignment with teams like Legal.
This position is best suited to someone who prefers structured problem solving and can balance coaching with independent evaluation. It will fit professionals who enjoy translating ambiguous service issues into repeatable standards and who are comfortable influencing stakeholders through evidence. An interest in applied AI within customer operations is a strong signal of alignment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 cultureputs 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 byAlexandre 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.
- 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.
- 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 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.
At Qonto, we understand that true diversity isn’t just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick — who knows? You may have the missing piece of the puzzle we’ve been searching for all along.
By applying, you agree that Qonto processes your personal data to assess your application. Your data is kept for up to 2 years in our candidate pool. Read our Privacy Notice for full details. ------------------------------------------------------------------------------------------------------
On average, our hiring process lasts 20 working days. More information on our candidate journey here ------------------------------------------------------------------------------------------------------
🔒 Your security matters to us
Recruitment scams are on the rise. Keep in mind, we will never work with third-party platforms or agencies that request payment from candidates. If you receive a suspicious message claiming to be from Qonto, please report it right away (support@qonto.com)
