Quality Manager

Hello! 👋

At Factorial we're looking for a new Quality Manager to help us boost the company to the next level. 🚀

About the Role
This position is dedicated to enhancing the quality of our Customer Experience (CX) department. You will play a pivotal role in identifying opportunities for improvement across our CX teams, including Support, Onboarding, Account Management, Sales, and Consulting.

Key Responsibilities

• Develop and implement processes to identify areas for improvement through various communication channels, including telephone calls, video calls, email, and live chat.
• Define and uphold quality standards, ensuring that our services align with both internal expectations and customer needs.
• Monitor key performance indicators (KPIs) and produce detailed reports to assess the performance of CX teams.
• Maintain and update manuals, procedures, and records pertaining to quality management.
• Present improvement opportunities to senior management, ensuring that team leaders have clear visibility of progress and ongoing initiatives.
• Plan and conduct regular audits to ensure adherence to established processes and to identify potential areas for enhancement.
• Develop initiatives that encourage internal teams to embrace quality practices and foster a culture of excellence.

Your Profile

• A minimum of 2-3 years' experience in a similar role, ideally within a SaaS or B2B environment.
• Strong analytical skills, with the ability to make data-driven decisions and translate insights into actionable strategies.
• Proven experience in leading teams of 4-6 individuals in a dynamic and fast-paced setting.
• Exceptional collaboration skills, enabling you to work effectively with directors and department heads across the CX organisation.
• A passion for teamwork, leadership, and customer satisfaction, alongside an innovative mindset for implementing sustainable solutions and continuous improvement strategies.
• Demonstrated expertise in creating and utilising reports that drive operational improvements within a department.
• Fluency in both English and Spanish, with strong written and verbal communication skills.
  

Perks of Joining Our Team

• Enjoy savings on expenses with Cobee and access to salary advances via Payflow.
• Stay active with Gympass and benefit from Alan private health insurance.
• Improve your language skills with Yolk Academy and Factorial Language Exchange.
• Exclusive discounts at Syra and Apeteat.
• Flexible working hours, pet-friendly environment, and no dress code.
  

About Factorial
Factorial is a fast-growing company management software startup founded in 2016. Our mission is to help businesses automate HR workflows, centralise people data, and make better business decisions. We currently serve thousands of customers across 60+ countries and a variety of industries. Our diverse, multicultural team consists of over 1,000 professionals across our offices in Barcelona, Brazil, Mexico, and the US, as well as a global engineering team of 150+ individuals.

Want to Learn More?
We've received numerous awards and outstanding customer feedback since our inception. Recently, we secured €120M in Series C funding, achieving unicorn status with investment from top international venture capital firms, including Atomico, Tiger, CRV, Creandum, and K Fund.

Join us and be part of something extraordinary!