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.

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.

QA Automation & Scaling: Drive the shift from manual to automated auditing.

AI Output Quality Review: Own structured quality review of AI-generated customer interactions (AI agents, automated responses) as they scale across CX. Quality-to-Action Feedback Loop: Turn QA findings into measurable change. Own the connection between Quality, Enablement, and Knowledge — feeding systemic gaps into training content and documentation — and run a structured coaching programme that links individual QA scores to real performance improvement.

Metrics, Reporting & ROI: Define the QA metrics framework and own its PowerBI dashboards, giving CX leadership real-time visibility into coverage, score trends, and programme impact. Frame quality work in terms of cost avoided and revenue protected, not just audits completed.

Managerial Experience: Minimum 3+ years of proven experience as a people manager leading QA, Quality Assurance, or CX quality functions, ideally in a fast-paced SaaS, CX,



or scale-up environment.

QA Systems & Automation: Hands-on experience with QA/audit platforms (Playvox, Intryc, or equivalent) and a track record of scaling audit coverage through automation — AutoQA, LLM-as-judge, or similar approaches. Data-Driven & Analytical: Comfortable defining scorecards and metrics frameworks, and partnering with BI/Data teams (PowerBI or equivalent) to build reporting that leadership actually uses.

Project Management: Strong experience running mid-term initiatives with formal artefacts (PIDs, Gantt charts, OKRs) across multiple parallel workstreams and cross-functional dependencies.

Stakeholder Management: Track record of managing up, across, and horizontally in a matrix organisation — including saying no, prioritising a crowded backlog, and defending decisions to senior stakeholders. Alan as private health insurance Save expenses with Cobee Breakfast in the office and organic fruit At Factorial, we're building the leading AI Business Management Software for companies of all sizes. Our platform centralizes key workflows across HR, Finance, Talent, Operations, and IT, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.

We are one of Europe's fastest-growing SaaS companies, proudly headquartered in Barcelona. If you're excited to shape the future of business management technology, we'd love to meet you. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

We own it: We take responsibility for every project.

📌 Senior Quality Assurance Manager (Cataluña)
🏢 Factorial
📍 Cataluña