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Quality Manager – 12-month Fixed Term
Emma – The Sleep CompanyQuality Manager leading quality metrics and team management at Emma – The Sleep Company, the largest D2C sleep brand globally.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Quality FrameworksCalibration ProcessesAudit MethodologiesQuality Metrics AnalysisQuality Guidelines Development
Soft Skills
Communication SkillsStakeholder Presentation