Senior QA Manager

Mews

España

Remote

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Unlimited paid holiday

Best-in-class parental leave

Flexible hybrid working options

Monthly healthcare allowances

Participation in company share program

Job summary

A leading hotel tech company seeks a Quality Assurance Manager to design and implement quality assurance functions. This strategic role will require you to define quality standards, implement frameworks, and measure continuous improvement using data-driven insights. The ideal candidate will have 5-8 years of experience in QA, especially within SaaS or hospitality environments. Enjoy benefits like unlimited holiday, parental leave, and flexible working options.

Qualifications

5-8+ years’ experience in Quality Assurance or Service Excellence.
Demonstrated experience in building QA functions.
Strong grasp of end-to-end service delivery.

Responsibilities

Designing company-wide QA frameworks for onboarding and support.
Defining quality standards and implementing QA processes.
Tracking quality KPIs and driving corrective actions.

Skills

Quality Assurance

Data-driven analysis

Strategic thinking

Strong communication

Operational excellence

Education

ISTQB or equivalent QA certification

Lean Six Sigma certification

Tools

RCA tracking

QA tooling

Job description

Get AI‑powered advice on this job and more exclusive features.

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new‑generation cloud technology within global hospitality. With our industry‑leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole… 🐇

About the role

Mews is building a formal Quality Assurance (QA) and Service Excellence function to ensure consistent, scalable, and high‑quality delivery within the Customer Experience and Delivery (CXD) group. CXD is comprised of onboarding, customer success and support and is the single organization that designs, delivers, and scales the entire customer experience and delivery engine to grow revenue, reduce friction, and create one seamless journey for customers.

This role is responsible for designing, establishing, and embedding the QA function from the ground up. You will define what “good” looks like, implement the frameworks, tooling, and governance to measure it, and create feedback loops that drive continuous improvement across the customer lifecycle. This is both a strategic and hands‑on role, requiring the ability to build structure while operating effectively in a scaling, fast‑moving environment.

The role reports to the Head of Outsourced Professional Services, with strong cross‑functional collaboration across Onboarding, Customer Success, Support, Product, and Partnerships.

✅ Your mission, should you choose to accept it

Build and Own the QA Function

Design and implement a company‑wide QA framework covering onboarding, deployment, and support services (internal and external).
Define quality standards, acceptance criteria, audit methodologies, and governance models.
Establish scalable QA processes, playbooks, and operating rhythms appropriate for a global organization.
Select, implement, or optimize QA tooling (e.g. audits, scorecards, case reviews, RCA tracking).

Quality Governance & Oversight

Act as the central quality authority across delivery channels, ensuring consistency while respecting regional and partner‑specific realities.
Own the audit and review process for deployments and onboarding engagements.
Ensure partners and internal teams understand expectations and are enabled to meet quality standards.
Serve as a senior escalation point for systemic quality issues (not day‑to‑day case handling).

Measurement, Reporting & Insight

Define, track, and continuously evolve quality KPIs across onboarding, deployment, and support.
Translate QA findings into clear insights and recommendations for leadership.
Identify trends, root causes, and recurring failure modes, drive corrective and preventive actions.
Partner with Finance and Operations to balance quality, cost, and speed.
Embed Root Cause Analysis (RCA) methodologies and structured problem‑solving approaches.
Drive improvements using Lean / Six Sigma principles, where appropriate.
Partner with Product, Enablement, and Operations to ensure learnings feed back into training, documentation, and process design.
Support readiness for scale, new regions, and evolving delivery models.

Stakeholder & Partner Enablement

Work closely with Deployment Partners, Regional Onboarding teams, and Support leaders to raise quality maturity.
Influence without direct authority; build trust and alignment across teams.
Support decision‑making on partner assignment, onboarding models, and service trade‑offs where quality and cost intersect.

Key Performance Indicators

CSAT – Customer Satisfaction scores for Deployments
TTO – Time to Onboard
TTD – Time to Deploy
TTA – Time to Activate
TTR – Time to Revenue
DER – Delivery Escalation Rate
Go‑Live Compliance Rates
QA Pass Rate
Hold Rate

🤝 You’ll be a great fit if you bring a few of the below with you

Experience

5‑8+ years’ experience in Quality Assurance, Service Excellence, Operations, or Delivery within SaaS, hospitality tech, or complex services environments.
Proven experience building or formalizing a QA or quality management function, not just operating within one.
Experience working with outsourced partners and internal delivery teams.
Strong understanding of end‑to‑end service delivery and customer lifecycle management.

Methodologies & Frameworks (one or more strongly preferred)

ISTQB or equivalent QA certification
Lean Six Sigma (Green Belt or above preferred)
ITIL / Service Management frameworks
Root Cause Analysis methodologies
ISO 9001 or Quality Management Systems experience

Skills & Attributes

Strategic thinker with strong execution capability.
Comfortable operating in ambiguity and building structure where none exists.
Data‑driven and analytically strong; able to “tell the story” behind the numbers.
Confident communicator able to influence senior stakeholders and partners.
Pragmatic mindset: balances quality ideals with commercial and operational realities.
Customer‑centric with a strong sense of accountability for outcomes.

Other

Fluent English required; additional languages a plus (French, German, Dutch, Spanish).
Willingness to travel occasionally and work across time zones as needed.
Quality Leadership: Establishes and upholds clear quality standards; drives accountability cross‑functionally.
Systems Thinking: Understands how people, process, tooling, and incentives interact across the delivery ecosystem.
Analytical Fluency: Interprets data, identifies patterns, and converts insights into action.
Influence & Collaboration: Builds alignment across teams, regions, and partners without direct authority.
Operational Excellence: Applies structured methodologies to improve outcomes while enabling scale.

🎉 What’s in it for you?

Did you know Mews was named Best PMS of 2025 – for the second year in a row – and twice recognized as a Best Place to Work in Hotel Tech?

That success is powered by our incredible people and supported by the benefits that help them thrive.

No matter where you’re based, you’ll enjoy:

Participation in our company share program
Best‑in‑class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
Unlimited paid holiday (yes, really)
Work from anywhere – enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.
Relocation options available after 1 year
Monthly "EDGE" time – dedicated to Explore, Develop, Grow, and Elevate yourself
Flexible, hybrid working options
One‑off home office setup budget to make your workspace your own
Monthly working‑from‑home and healthcare allowances (where local healthcare benefits are not available)

We also tailor benefits to each location – from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.

Because at Mews, growth, balance, and belonging aren’t just words, they’re how we work.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Quality Assurance

Industries

Software Development

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