We are looking for a Customer Experience Manager to join our Customer Experience Team!

Qualifications:

• Minimum 2 - 3 years of in-depth experience in managing QA  - including QA frameworks and performance oversight (Experience with Content Moderation, AI data annotation/labelling/GenAI or Trust&Safety is a plus)

• Minimum 2 - 3 years of direct people leadership experience in a BPO / Call Center environment

• Excellent communication, stakeholder management, client-facing presentation skills

• Fluency in English (spoken and written)

• Strong experience in audit accuracy, reporting, QA metrics interpretation and RCA (identifying recurring issues, uncover process gaps and drive target corrective actions)

• Solid understanding of content moderation as well as AI data annotation/labelling risks, policy enforcement and platform compliance

• Ability to work cross-functionally in a global, multicultural environment

• Proactiveness, determination and analytical skills

• Proven ability to lead teams, QA efforts and execute strategies in a fast-paced industry

• Lean Six Sigma or similar certifications related to quality assurance and process optimization is a plus

• Availability to work on a hybrid model (in-office presence is required in Bucharest, AFI Buildings)

Responsibilities:

• Lead and develop a QA team to ensure quality delivery across content moderation / AI data annotation / labelling workflows

• Provide regular coaching, feedback and development support to QA Analysts to strengthen audit quality, critical thinking and consistency in evaluations

• Own end-to-end QA framework: audits, appeals, RCA, calibration, continuous improvement plans

• Analyze trends, identify performance gaps and build actionable insights to improve overall quality

• Collaborate with Operations and Training teams to ensure alignment and consistency in quality standards

• Drive and present high-impact quality reviews and business insights to internal stakeholders and client

• Maintain Quality Certification & Accuracy Processes

• Ensure audit accuracy, compliance and QA team readiness for internal/external audits

• Champion process excellence, employee engagement and quality culture across the program

Interactions:

• Holds Performance Projection discussion and works with operations to reduce risks based on analysis (Weekly)

• Provides Accounts level Analytics and driver reduction progress (Weekly)

• Attends BRs (Weekly)

• Monthly 1x1 with Account General Manager

• Calibration sessions (Monthly)

• Governance sessions (Monthly)

• Product improvement recommendations (Quarterly)

We offer:

• Stable job, in a multicultural fast-growing environment 

• Monthly meal tickets

• Free access to our modern and fully-equipped employees' gym space in our office building in Bucharest

• Private medical subscription coverage

• Extra health benefits: special discounts for dental care and optical services with our partners

• Reimbursement for your public transportation subscription, after the trial period (if you work from office)

• Gym subscription reimbursement, after the trial period

• Transportation for late shifts (if you work from office)

• Free subscription to the Bookster virtual library

• Dedicated psychologist available for free sessions (online or face to face)

• Special discounts and rates for a variety of services and products: from telecom and banking to tech and home appliances, library, wellness, travel and many more

• Paid training and international career opportunities

• Multilingual exposure - improve your spoken and written language skills 

• Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long