Overview In this role, you lead the CX Quality team to measure, improve, and scale quality across the Customer Experience org. You own the QA programme end-to-end, from auditing and calibration to automation and training impact. You will drive AI review, actionable feedback loops, and metrics that connect quality to cost savings and revenue protection. This is a hands-on leadership position shaping how quality influences customer outcomes at scale.

Compensaciones / Incentivos

- private health insurance
- Wellhub gym access
- Cobee expenses management
- language classes
- breakfast in the office and organic fruit
- pet-friendly office

Responsabilidades
- Lead and develop a team of Quality Analysts across Account Management, Customer Support, Call Center, and Onboarding
- Own the QA Assurance Programme end-to-end, including scorecards and calibration cycles
- Drive automation to scale auditing (AutoQA/Intryc) and improve accuracy
- Oversee AI output quality reviews for AI-generated interactions and partner with Product/AI teams




- Turn QA findings into measurable improvements in training, documentation, and coaching
- Define QA metrics framework and dashboards (PowerBI) to report risk, coverage, and impact
- Frame quality work in terms of cost avoided and revenue protected

Requisitos principales
- 3+ years as a people manager in QA, CX quality, or related functions
- Hands-on experience with QA/audit platforms (Playvox, Intryc, or equivalent) and QA automation
- Strong data-driven mindset with ability to define scorecards and collaborate with BI/Data teams (PowerBI)
- Experience managing mid-term initiatives with artefacts (PIDs, Gantt charts, OKRs) across multiple workstreams
- Proven stakeholder management in a matrix organisation; ability to prioritise and defend decisions
- leadership and mentoring
- stakeholder management
- data-driven decision making
- QA platforms (Playvox, Intryc)
- QA automation (AutoQA)
- LLM-based judgement or AI quality controls

📌 CX Quality Assurance Manager (Barcelona)
🏢 Jobrapido
📍 Barcelona