Hello
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 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

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