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

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