Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe.  Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide.  It’s our people who bring this mission to life. At Emma, you’ll join a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together.  Ready to awaken your best with us?    WHAT YOU´LL DO: 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 WHO WE´RE LOOKING FOR: 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   WHAT WE OFFER: 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.  Become an Emmie We are on a mission to become No.1 in the world of sleep, and we’re looking for driven, ambitious people to help us shape what’s next. If you’re curious, hands-on, and ready to challenge the status quo, you’ll find the space here to make things happen and create real impact.   We are proud to be an equal opportunity employer and are committed to building an inclusive workplace. We celebrate diversity and consider all qualified applicants regardless of race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.  Our aim is to get back to you within a few days. Due to the high volume of applications, there may be slight delays, but we’ll get back to you as soon as possible.