Experteer Overview
As CX Quality Assurance Manager, you will lead the CX Quality team to elevate customer interactions across Account Management, Support, and Onboarding. You’ll own the QA program end-to-end, including auditing, calibration, and automation, driving measurable improvements in performance and training impact. You will oversee AI-generated interactions quality and build a data-driven, scalable quality culture with cross-functional collaboration. This role offers the chance to shape quality standards at scale, partnering with Product, Enablement, and CX leaders. You will turn QA insights into actionable improvements that protect revenue and enhance customer experience.

Compensaciones / Ventajas
• Lead and develop a team of Quality Analysts
• Own calibration standards, capacity planning and performance development
• Scale the QA programme across all CX teams and onboard new ones
• Drive automation of audits (AutoQA) and improve auditing accuracy
• Review AI-generated interactions quality and define AI-specific scorecards




• Create a quality-to-action feedback loop linking QA to training and knowledge content
• Define QA metrics framework and maintain PowerBI dashboards for leadership visibility
• Highlight cost avoidance and revenue protection through quality improvements

Responsabilidades
• 3+ years as a people manager in QA/CX quality or similar
• Hands-on experience with QA/audit platforms (Playvox, Intryc, or equivalent)
• Experience scaling audit coverage through automation (AutoQA, LLM-based approaches)
• Strong data-driven mindset; able to define scorecards and collaborate with BI/Data teams
• Project management experience across multiple parallel workstreams (PIDs, Gantt, OKRs)
• Stakeholder management in a matrix organisation and ability to prioritise backlog

Requisitos principales
• Alan private health insurance
• Wellhub membership (gyms, pools, classes)
• Cobee expense management
• Language classes
• Breakfast in the office and organic fruit
• Pet friendly

📌 CX Quality Assurance Manager (Barcelona)
🏢 Factorial Hr
📍 Barcelona