CSS
Luzern / hybrid
AI Quality Manager Customer Service 60-100%
- 20 August 2026
- 60 – 100%
- Permanent position
- German (Fluent)
- 6002 Luzern / hybrid
About the job
We at CSS are health partners for around 1.7 million insured persons. And perhaps soon your partner for the next step? We would be delighted. In this newly created position, you will take responsibility as a specialist for the output quality of our existing AI solutions for end customers and employees in customer contact within the customer service area and drive the continuous improvement process forward. Furthermore, you will support the development of new AI solutions. Together with specialists, IT and other stakeholders, you will advocate for structured quality assurance in the application of these innovative AI solutions and ensure that AI really works in everyday life. When shall we meet?
AI Quality Manager Customer Service 60-100%
This is what your daily routine looks like
- At the core: Together with specialists, you monitor, analyse and optimise the output quality of our existing AI solutions in the customer service area.
- As a hub for AI quality, you coordinate collaboration between the specialist departments, IT, assurance and other stakeholders, bringing together different perspectives.
- Already during the conception of new AI solutions, you contribute your expertise to ensure that quality and potential risks are considered from the outset.
- In this newly created role, you operate in a dynamic environment and, together with various stakeholders, shape the structures, processes and standards for systematic AI quality assurance.
- You define quality and performance indicators, evaluate results and create transparency about the performance of our AI solutions with meaningful reporting.
- With a clear focus on quality, governance and internal control systems, you ensure that documentation, controls and processes around quality and risk management are coherently established.
What you bring with you
- First and foremost: You have the ability to identify and implement quality improvements in the operation of AI solutions. In addition, you can formulate requirements into use cases, rules, test cases and acceptance criteria.
- When using artificial intelligence in customer service, you know what it can achieve and where the limits, risks and regulatory requirements lie.
- You have a good understanding of customer service processes in the insurance sector, bring experience in process analysis, optimisation and quality management as well as in dealing with CRM, service and knowledge management solutions.
- You bring a strong awareness of governance, risk and compliance as well as a high customer orientation.
- You are characterised by a high level of self-motivation, self-organisation and persistence in improvement. You also enjoy innovation and like working in interdisciplinary teams. You have the will and flexibility to operate in a dynamic environment, help shape it and make an impact.
- You express yourself very confidently in written and spoken German; knowledge of other national languages and English is an advantage.
CSS Insurance
6002 Lucerne / hybrid
6002 Lucerne / hybrid
