CX QA Manager: Scale AutoQA & AI Audit Program

Factorial HR; Barcelona; Presencial; EUR 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

High growth environment

Private health insurance by Alan

Wellhub memberships

Cobee savings

Language classes

Office breakfast & organic fruit

Nora discounts

Free caffeine & theine

Pet friendly

Descripción de la vacante

Factorial HR is seeking a Quality Assurance Manager to lead the CX Quality team, shaping how we measure and scale quality across our Customer Experience org. You will audit, automate, calibrate, and drive improvements that translate into tangible operational and training impact.

You will manage a team of Quality Analysts across Account Management, Customer Support, Call Center, and Onboarding, reporting to the Head of Knowledge, Enablement & Quality.

Formación

• Minimum 3+ years leading QA, CX quality, or QA in SaaS/scale-up environments.
• Hands-on QA platforms experience (Playvox, Intryc) and automation track record.
• Data-driven with scorecards and BI/PowerBI collaboration.
• Proven project management across multiple parallel workstreams with artefacts (PIDs, OKRs).
• Strong stakeholder management across a matrix organisation.

Responsabilidades

• Lead, mentor, and grow a team of Quality Analysts; own calibration standards and performance development.
• Own the QA programme across all CX teams and define scorecards per interaction type.
• Drive shift from manual to automated auditing and improve AutoQA accuracy.
• Oversee AI output quality reviews and align with product/AI teams to close gaps.
• Turn QA findings into measurable change; link QA scores to performance improvements.
• Define QA metrics framework and dashboards for real-time leadership visibility.

Conocimientos

Team leadership

QA automation

Data-driven

Project management

Stakeholder management

Herramientas

Playvox

Intryc

Descripción del empleo

Factorial HR is seeking a Quality Assurance Manager to lead the CX Quality team, shaping how we measure and scale quality across our Customer Experience org. You will audit, automate, calibrate, and drive improvements that translate into tangible operational and training impact.

You will manage a team of Quality Analysts across Account Management, Customer Support, Call Center, and Onboarding, reporting to the Head of Knowledge, Enablement & Quality.