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 35 markets and more than 15 retail 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 gapsSupport the day-to-day management of the 3rd party Quality team, coordinating priorities and helping ensure consistent performanceCompile and present quality metrics, trends, and insights to the business on a regular basisContribute to building and refining quality guidelines across multiple lines of business, working closely with stakeholders to keep them relevant and up to dateHelp identify and roll out AI tools and automation to improve quality workflows and evaluation processesGet 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 experienceExperience managing or working closely with outsourced/third-party or BPO teamsSolid understanding of quality frameworks, calibration processes, and audit methodologiesExperience building or improving quality guidelines, ideally across more than one business line or productComfort working with data — able to analyze quality metrics, spot trends, and translate insights into recommendations for leadershipFamiliarity 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 plusGood communication skills, with experience presenting to cross-functional stakeholdersE-commerce industry experience strongly preferred; B2B experience is a big plusBachelor'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. 
