CX Quality & Automation Leader

Factorial HR; Barcelona; Presencial; EUR 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

High growth environment

Private health insurance

Wellhub fitness benefits

Cobee savings

Language classes

Office breakfast & fruit

Nora discounts

Free caffeine

Descripción de la vacante

Factorial HR in Barcelona is seeking a Quality Assurance Manager to lead our CX Quality team who ensure high-quality customer interactions across the organization.

You will own the QA programme end-to-end, drive automation from manual auditing, calibrate scorecards, and partner with Product/AI to close gaps. This role emphasizes data-driven improvements and measurable impact on performance.

Formación

• Minimum 3+ years as a people manager leading QA or CX quality.
• Hands-on with QA/audit platforms such as Playvox or Intryc.
• Experience scaling audit coverage through automation.
• Data-driven with BI tools like PowerBI.
• Excellent stakeholder management in matrix orgs.

Responsabilidades

• Lead, mentor, and grow a team of Quality Analysts across CX functions.
• Own the QA Assurance Programme, defining scorecards and calibration cycles.
• Drive shift from manual to automated auditing and scale coverage.
• Review AI-generated interactions for quality with defined scoring.
• Turn QA findings into training content and measurable improvements.
• Define QA metrics and own PowerBI dashboards for leadership visibility.

Conocimientos

People management

QA leadership

Data-driven

PowerBI

OKRs

Stakeholder mgmt

Herramientas

Playvox

Intryc

Descripción del empleo

Factorial HR in Barcelona is seeking a Quality Assurance Manager to lead our CX Quality team who ensure high-quality customer interactions across the organization.

You will own the QA programme end-to-end, drive automation from manual auditing, calibrate scorecards, and partner with Product/AI to close gaps. This role emphasizes data-driven improvements and measurable impact on performance.