CX Quality Assurance Manager

What are we looking for 🎯

• 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 workstreams 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.

Perks of being part of Factorial 😎

• 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 🐕

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.

About the Role
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.

• We own it: We take responsibility for every project. We make decisions, not excuses.

• We learn and teach: We're dedicated to learning something new every day and, above all, share it.

• We partner: Every decision is a team decision. We trust each other.

• We grow fast: We act fast. We think that the worst mistake is not learning from them.