CX QA Leader: Scale, Automation & AI Quality

Factorial; Barcelona; Presencial; EUR 80.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

High growth environment

Alan as private health insurance

Wellhub gym access

Cobee expense management

Language classes

Office breakfast and organic fruit

Nora discounts

Free caffeine and theine

Pet Friendly

Descripción de la vacante

Factorial is seeking a CX Quality Assurance Manager to lead a team of Quality Analysts across Account Management, Customer Support, and onboarding. You will own the QA Assurance Programme end-to-end, from audit methodology to calibration and feedback into training.

You will drive manual-to-automation shifts, define AI quality scorecards, and partner with Product/AI teams to close gaps. A data-driven leader with 3+ years' people management is ideal.

Formación

• 3+ years leading QA or CX quality functions in SaaS or scale-up environments.
• Hands-on with QA platforms and automation to scale coverage.
• Strong data-driven approach with BI/reporting collaboration.

Responsabilidades

• Lead a team of Quality Analysts across CX areas and calibrate standards.
• Own QA programme end-to-end including audits, automation and calibration.
• Drive automation to scale auditing and improve coverage.
• Review AI-generated interactions for quality and compliance.
• Turn QA findings into coaching content and training impact.
• Define metrics and dashboards for leadership visibility.

Conocimientos

People management

QA automation

PowerBI

QA platforms

Stakeholder management

Project management

Data-driven

Herramientas

Playvox

Intryc

AutoQA

LLM-as-judge

Descripción del empleo

Factorial is seeking a CX Quality Assurance Manager to lead a team of Quality Analysts across Account Management, Customer Support, and onboarding. You will own the QA Assurance Programme end-to-end, from audit methodology to calibration and feedback into training.

You will drive manual-to-automation shifts, define AI quality scorecards, and partner with Product/AI teams to close gaps. A data-driven leader with 3+ years' people management is ideal.