ppGet AI‑powered advice on this job and more exclusive features. /p pIt’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new‑generation cloud technology within global hospitality. With our industry‑leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation. /p pWe’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole… /p h3About the role /h3 pMews is building a formal Quality Assurance (QA) and Service Excellence function to ensure consistent, scalable, and high‑quality delivery within the Customer Experience and Delivery (CXD) group. CXD is comprised of onboarding, customer success and support and is the single organization that designs, delivers, and scales the entire customer experience and delivery engine to grow revenue, reduce friction, and create one seamless journey for customers. /p pThis role is responsible for designing, establishing, and embedding the QA function from the ground up. You will define what “good” looks like, implement the frameworks, tooling, and governance to measure it, and create feedback loops that drive continuous improvement across the customer lifecycle. This is both a strategic and hands‑on role, requiring the ability to build structure while operating effectively in a scaling, fast‑moving environment. /p pThe role reports to the Head of Outsourced Professional Services, with strong cross‑functional collaboration across Onboarding, Customer Success, Support, Product, and Partnerships. /p h3✅ Your mission, should you choose to accept it /h3 h3Build and Own the QA Function /h3 ul liDesign and implement a company‑wide QA framework covering onboarding, deployment, and support services (internal and external). /li liDefine quality standards, acceptance criteria, audit methodologies, and governance models. /li liEstablish scalable QA processes, playbooks, and operating rhythms appropriate for a general organization. /li liSelect, implement, or optimize QA tooling (e.g. audits, scorecards, case reviews, RCA tracking). /li /ul h3Quality Governance Oversight /h3 ul liAct as the central quality authority across delivery channels, ensuring consistency while respecting regional and partner‑specific realities. /li liOwn the audit and review process for deployments and onboarding engagements. /li liEnsure partners and internal teams understand expectations and are enabled to meet quality standards. /li liServe as a senior escalation point for systemic quality issues (not day‑to‑day case handling). /li /ul h3Measurement, Reporting Insight /h3 ul liDefine, track, and continuously evolve quality KPIs across onboarding, deployment, and support. /li liTranslate QA findings into clear insights and recommendations for leadership. /li liIdentify trends, root causes,



and recurring failure modes, drive corrective and preventive actions. /li liPartner with Finance and Operations to balance quality, cost, and speed. /li liEmbed Root Cause Analysis (RCA) methodologies and structured problem‑solving approaches. /li liDrive improvements using Lean / Six Sigma principles, where appropriate. /li liPartner with Product, Enablement, and Operations to ensure learnings feed back into training, documentation, and process design. /li liSupport readiness for scale, new regions, and evolving delivery models. /li /ul h3Stakeholder Partner Enablement /h3 ul liWork closely with Deployment Partners, Regional Onboarding teams, and Support leaders to raise quality maturity. /li liInfluence without direct authority; build trust and alignment across teams. /li liSupport decision‑making on partner assignment, onboarding models, and service trade‑offs where quality and cost intersect. /li /ul h3Key Performance Indicators /h3 ul liCSAT – Customer Satisfaction scores for Deployments /li liTTO – Time to Onboard /li liTTD – Time to Deploy /li liTTA – Time to Activate /li liTTR – Time to Revenue /li liDER – Delivery Escalation Rate /li liGo‑Live Compliance Rates /li liQA Pass Rate /li liHold Rate /li /ul h3? You’ll be a great fit if you bring a few of the below with you /h3 h3Experience /h3 ul li5‑8+ years’ experience in Quality Assurance, Service Excellence, Operations, or Delivery within SaaS, hospitality tech, or complex services environments. /li liProven experience building or formalizing a QA or quality management function, not just operating within one. /li liExperience working with outsourced partners and internal delivery teams. /li liStrong understanding of end‑to‑end service delivery and customer lifecycle management. /li /ul h3Methodologies Frameworks (one or more strongly preferred) /h3 ul liISTQB or equivalent QA certification /li liLean Six Sigma (Green Belt or above preferred) /li liITIL / Service Management frameworks /li liRoot Cause Analysis methodologies /li liISO 9001 or Quality Management Systems experience /li /ul h3Skills Attributes /h3 ul liStrategic thinker with strong execution capability. /li liComfortable operating in ambiguity and building structure where none exists. /li liData‑driven and analytically strong; able to “tell the story” behind the numbers. /li liConfident communicator able to influence senior stakeholders and partners. /li liPragmatic mindset: balances quality ideals with commercial and operational realities. /li liCustomer‑centric with a strong sense of accountability for outcomes.



/li /ul h3Other /h3 ul liFluent English required; additional languages a plus (French, German, Dutch, Spanish). /li liWillingness to travel occasionally and work across time zones as needed. /li liQuality Leadership: Establishes and upholds clear quality standards; drives accountability cross‑functionally. /li liSystems Thinking: Understands how people, process, tooling, and incentives interact across the delivery ecosystem. /li liAnalytical Fluency: Interprets data, identifies patterns, and converts insights into action. /li liInfluence Collaboration: Builds alignment across teams, regions, and partners without direct authority. /li liOperational Excellence: Applies structured methodologies to improve outcomes while enabling scale. /li /ul h3 What’s in it for you? /h3 pDid you know Mews was named Best PMS of 2025 – for the second year in a row – and twice recognized as a Best Place to Work in Hotel Tech? /p pThat success is powered by our incredible people and supported by the benefits that help them thrive. /p pNo matter where you’re based, you’ll enjoy: /p ul liParticipation in our company share program /li liBest‑in‑class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year) /li liUnlimited paid holiday (yes, really) /li liWork from anywhere – enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy. /li liRelocation options available after 1 year /li liMonthly "EDGE" time – dedicated to Explore, Develop, Grow, and Elevate yourself /li liFlexible, hybrid working options /li liOne‑off home office setup budget to make your workspace your own /li liMonthly working‑from‑home and healthcare allowances (where local healthcare benefits are not available) /li /ul pWe also tailor benefits to each location – from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are. /p pBecause at Mews, growth, balance, and belonging aren’t just words, they’re how we work. /p h3Seniority level /h3 pMid‑Senior level /p h3Employment type /h3 pFull‑time /p h3Job function /h3 pQuality Assurance /p h3Industries /h3 pSoftware Development /p h3Referrals increase your chances of interviewing at Mews by 2x /h3 h3Sign in to set job alerts for “Quality Assurance Manager” roles. /h3 pMadrid, Community of Madrid, Spain 1 month ago /p h3Software Development Engineer in Test (MacOS) /h3 pMadrid, Community of Madrid, Spain 3 months ago /p h3Senior Software Development Engineer in Test /h3 pMadrid, Community of Madrid, Spain 11 months ago /p h3CONSULTOR/A CALIDAD RPA CON CERTIFICACIÓN (REMOTO) /h3 pMadrid, Community of Madrid, Spain 2 months ago /p h3Navalcarnero, Community of Madrid, Spain 2 weeks ago /h3 h3Senior Software Development Engineer in Test (f/m/d) /h3 pWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. /p /p #J-18808-Ljbffr

📌 Senior QA Manager (España)
🏢 Mews
📍 España