Hello! 👋
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 organization.
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 protected, not just audits completed.
What are we looking for 🎯
- 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 frameworks, and partnering with BI/Data teams (PowerBI or equivalent) to build reporting that leadership actually uses.
- Project Management: Strong experience running mid-term initiatives with formal artefacts (PIDs, Gantt charts, OKRs) across multiple parallel workstreams and cross-functional dependencies.
- Stakeholder Management: Track record of managing up, across, and horizontally in a matrix organisation — including saying no, prioritising a crowded backlog, and defending decisions to senior stakeholders.
Perks of being part of Factorial 😎
- High growth, multicultural and friendly environment 🫱🏽🫲🏿
- Alan as private health insurance 🩺
- Healthy life with Wellhub (Gyms, pools, outdoor classes) 🕺🏻
- Save expenses with Cobee 💰
- Language classes 👩🏻🏫
- Breakfast in the office and organic fruit 🍏
- Nora discounts 🍱
- Free caffeine and theine ☕
- Pet Friendly 🐕
About Us 🚀
At Factorial, we’re building the leading AI Business Management Software for companies of all sizes. Our platform centralizes key workflows across HR, Finance, Talent, Operations, and IT, freeing teams from manual processes so they can focus on what really matters: leading, growing, and taking care of their people.With over 1,500 employees across Europe, Asia, Africa, and America. We are one of Europe’s fastest-growing SaaS companies, proudly headquartered in Barcelona. If you're excited to shape the future of business management technology, we’d love to meet you.
We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.
We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.
Our Values 🫀
- We own it: We take responsibility for every project. We make decisions, not excuses.
- We learn and teach: We're dedicated to learning something new every day and, above all, share it.
- We partner: Every decision is a team decision. We trust each other.
- We grow fast: We act fast. We think that the worst mistake is not learning from them.