Head of Quality, Content and Training (QCT)

Barcelona - Spain

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At Factorial were building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR finance and operations freeing teams from manual processes so they can focus on what really matters: leading growing and taking care of their people.

With over 1200 employees across 7 markets we serve 700 000 users and are one of the Europes fastest-growing SaaS companies backed by top-tier investors and proudly headquartered in Barcelona.

We believe in bold goals radical ownership and inclusive collaboration. If youre excited to shape the future of business management technology wed love to meet you.

About The Role

We are seeking a strategic and operational leader to establish and scale the Quality Content and Training (QCT) function across Customer Operations. This is a foundational role responsible for designing the global strategy foundational infrastructure and operating model for three interconnected pillars: Quality Assurance Knowledge Management and the Employee Learning Lifecycle.

Your mission will be to professionalize the foundational elements of Customer Operations ensuring performance is consistent knowledge is centralized and accessible and all operational employees are enabled for peak efficiency and customer experience. Youll work cross-functionally to drive measurable improvements in performance consistency and time-to-competency across all operational teams.

What Youll Do

The Head of QCT will be accountable for the strategy and execution across three core pillars:

1. Quality Assurance (QA) Operations & Infrastructure

Design & Scale QA: Establish the Quality Assurance infrastructure from scratch to audit interactions across all Customer experience teams (e.g. Account Management Product Onboarding Support etc).
Strategy & Structure: Define the optimal QA team size propose the operational structure (centralized vs. embedded) and implement the necessary technology and tools to support audit volume.
Scorecard Development: Design the strategic focus weighting and distinct scorecards required for different operational teams starting with Customer Support.

2. Content Architecture & Knowledge Management

Ecosystem Overhaul: Be responsible for overhauling the entire knowledge ecosystem spanning public-facing self-service resources and internal operational handbooks.
Structure and Governance: Design the architecture for both the customer-facing Help Center and the internal Knowledge Base (KB) to ensure speed accuracy and adherence to policy.
Cross-Functional Alignment: Define principles for content linkage and governance ensuring information consistency across all platforms and preventing duplication.
Tech Strategy: Develop and execute a strategy to leverage technology and AI for self-service and contact deflection.

3. Strategic Learning Lifecycle and Continuous Improvement

Onboarding Design: Design a comprehensive methodology for a new-hire curriculum that effectively balances foundational Shared Product Knowledge with deep-dive Role-Specific Content.
Continuous Learning: Design and manage a Continuous Learning Framework that systematically connects internal and external inputs (e.g. QA findings product launches customer feedback) to the learning agenda.
Measurement & Remediation: Define KPIs for measuring the success and ROI of training efforts and develop a strategic approach for proactive support and systemic remediation for employees who are not meeting time-to-competency targets.

What Were Looking For

7 years of experience in Customer Operations Quality Management Knowledge Management or Learning & Development preferably within a SaaS or tech company.
Proven success in building a Quality Assurance function or scaling a Knowledge Management ecosystem from a foundational stage.
Strong understanding of operational metrics (e.g. CSAT FCR Time-to-Competency Training ROI) and how QCT functions impact them.
Deep experience designing content architecture for both internal and external audiences (Help Center/Knowledge Base).
Strategic leadership experience building and leading a team of trainers content writers or QA specialists in a fast-paced environment.
Exceptional cross-functional collaboration skills with the ability to influence stakeholders across Product Engineering and Operations.
Fluent in English; additional languages are a plus.

Nice to Have

Experience implementing or managing LMS (Learning Management Systems) and KB platforms (e.g. Zendesk Guide Confluence Salesforce Knowledge).
Background in instructional design or adult learning methodologies.
Experience with global operations or scaling QCT across multiple markets/languages.