Head of Quality, Content and Training (QCT)

Factorial HR

Empresas de desarrollo de software

Barcelona, Cataluña - Spanien

Manager / Gestor de equipos

Experteer Overview

As Head of QCT at Factorial, you will design and scale the global Quality Assurance, Knowledge Management, and Learning Lifecycle functions within Customer Operations. You’ll define strategy, infrastructure, and operating models to boost performance, centralize knowledge, and enable peak efficiency across teams. You will lead cross-functional initiatives with Product, Engineering, and Operations to improve customer experience and time-to-competency. This role offers the opportunity to shape foundational capabilities at a fast-growing SaaS scale-up headquartered in Barcelona.

Responsabilidades

Design and scale QA operations and infrastructure from scratch to audit customer interactions across teams
Define optimal QA team structure and deploy tooling to support audit volume
Create scorecards and metrics for different operational teams, starting with Customer Support
Overhaul knowledge ecosystem including public-facing self-service resources and internal handbooks
Architect the customer Help Center and internal Knowledge Base for speed and accuracy
Establish governance to ensure content consistency and prevent duplication across platforms
Develop tech strategy to leverage AI for self-service and deflection
Create onboarding methodology balancing Shared Product Knowledge with Role-Specific Content
Design a Continuous Learning Framework tying inputs (QA findings, product launches, customer feedback) to the learning agenda
Define KPIs to measure training ROI and implement remediation for time-to-competency gaps

Requisitos principales

7+ years in Customer Operations, Quality Management, Knowledge Management, or Learning & Development, preferably in SaaS or tech
Proven success building or scaling QA or Knowledge Management from foundational stage
Strong understanding of operational metrics (CSAT, FCR, Time-to-Competency, Training ROI) and impact on QCT
Experience designing content architecture for internal and external audiences (Help Center/Knowledge Base)
Strategic leadership experience managing a team of trainers, content writers, or QA specialists
Exceptional cross-functional collaboration and ability to influence Product, Engineering, and Operations
Fluent in English; additional languages a plus

cross-functional collaboration strategic leadership influence without authority QA operations and tooling Knowledge Management systems Help Center/Knowledge Base architecture