About 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.What you'll doTeam 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.
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 protected, not just audits completed.What are we looking forManagerial 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) an

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