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At Factorial we're looking for a new Quality Assurance Manager to lead our CX Quality team. We believe that consistent, high-quality customer interactions are a business lever, not a cost centre — and this role owns how we measure, improve, and scale quality across the entire Customer Experience organization.

About the Role

As CX Quality Assurance Manager, you will lead a team of Quality Analysts covering Account Management, Customer Support, Call Center, Onboarding, and beyond. Reporting directly to the Head of Knowledge, Enablement & Quality, you will own the QA Assurance Programme end-to-end: audit methodology, automation, calibration, and the feedback loop that turns quality findings into real operational and training impact.

What you'll do
- Team Leadership & Development: Lead, mentor, and grow a team of Quality Analysts. Own calibration standards, capacity planning, and performance development, and build a high-rigour,



data-driven team culture.
- QA Programme Ownership & Scale-Up: Own the QA Assurance Programme across all CX teams. Extend coverage into teams not yet onboarded, define scorecards adapted to each interaction type, and run the calibration and impact-review cycle that keeps standards consistent org-wide.
- QA Automation & Scaling: Drive the shift from manual to automated auditing. Own AutoQA/Intryc accuracy improvement to unlock risk-based sampling at scale, freeing analyst capacity for higher-value work as coverage expands.
- AI Output Quality Review: Own structured quality review of AI-generated customer interactions (AI agents, automated responses) as they scale across CX. Define scorecards, cadence, and findings format per AI tool, and partner with Product/AI teams to close accuracy and compliance gaps.
- Quality-to-Action Feedback Loop: Turn QA findings into measurable change. Own the connection be

📌 Quality Manager (Barcelona)
🏢 Factorial
📍 Barcelona