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 / Beneficiosprivate health insuranceWellhub gym accessCobee expenses managementlanguage classesbreakfast in the office and organic fruitpet-friendly office ResponsabilidadesLead and develop a team of Quality Analysts across Account Management, Customer Support, Call Center, and OnboardingOwn the QA Assurance Programme end-to-end, including scorecards and calibration cyclesDrive automation to scale auditing (AutoQA/Intryc)



and improve accuracyOversee AI output quality reviews for AI-generated interactions and partner with Product/AI teamsTurn QA findings into measurable improvements in training, documentation, and coachingDefine QA metrics framework and dashboards (PowerBI) to report risk, coverage, and impactFrame quality work in terms of cost avoided and revenue protected Requisitos principales3+ years as a people manager in QA, CX quality, or related functionsHands-on experience with QA/audit platforms (Playvox, Intryc, or equivalent) and QA automationStrong 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 workstreamsProven stakeholder management in a matrix organisation; ability to prioritise and defend decisionsleadership and mentoringstakeholder managementdata-driven decision makingQA platforms (Playvox, Intryc)QA automation (AutoQA)LLM-based judgement or AI quality controls

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