Manager, Quality Assurance

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved not just finance. At Pleo were 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 youd expect and living by that mantra has been the secret to our success over the last 10 years.

Now were at a pivotal moment in our journey; every move we make has a direct impact on our 40000 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 cant say weve got this whole thing figured out. And frankly thats half the fun! What we can say is that were 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.

Pleos 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 youll make sure every interaction across every channel (chat email phone all of it) meets the bar weve set for ourselves.

This isnt just a compliance role. Youll build and own the QA function that helps our support team grow get better and actually enjoy the work. Youll 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.

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: whats working what isnt 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

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 youre 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 youll 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

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

Flexible working we trust you to know when and where you do your best work

A Pleo card with a monthly allowance for lunch snacks or whatever keeps you going

25 days holiday local public holidays

Genuine investment in your growth training budget time to use it and a team that takes learning seriously

Were building a team that reflects the world we want to see diverse in background perspective and experience. If you dont tick every box here but think you could do something special in this role wed still love to hear from you.

• English first. Since its our company language please submit your application in English. Youll be using it a lot if you join us.

• A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly we only accept applications through our systemour support team cant pass on calls or emails.

• Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply even if you dont tick every single box. We encourage people from all backgrounds and experiences to join us.

• Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format email Well design a process that works for you.

• Your data is safe. When you apply we process your personal data as a data processor. For more information on how Pleo processes personal data read our Privacy Policy here.

• Applying for multiple roles Nothing is stopping you and we assess every role independently. However we do look for alignment so make sure you can explain why your interest and experience are right for each specific role.

• Reapplying. If youre applying for the same role again please wait six months from your last decision before hitting submit.

Required Experience:

Manager