Quality Manager

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.

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.

• 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.

• 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 work streams 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.

• 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

At Factorial, we’re building the leading AI Business Management Software for…