At Factorial we're looking for a new Quality Assurance Manager to lead our CX Quality team. We believe that consistent, high-quality customer interactions are a business lever, not a cost centre — and this role owns how we measure, improve, and scale quality across the entire Customer Experience the RoleAs 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

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