Head of Quality, Content and Training

Head of Quality, Content and Training (QCT) Join to apply for theHead of Quality, Content and Training (QCT)role atFactorialAt Factorial, we’re 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 Europe’s 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 you’re excited to shape the future of business management technology, we’d 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 foundational role is responsible for designing the global strategy, foundational infrastructure, and operating model for Quality Assurance, Knowledge Management, and the Employee Learning Lifecycle. Your mission is to professionalize the foundational elements of Customer Operations, ensuring consistent performance, centralized knowledge, and operational excellence.What You’ll DoQuality Assurance (QA) Operations & InfrastructureEstablish QA infrastructure from scratch to audit interactions across all Customer experience teams.Define optimal QA team size, operational structure, and implement technology to support audit volume.Design scorecards for different operational teams, starting with Customer Support.Content Architecture & Knowledge ManagementOverhaul the knowledge ecosystem, including public‑facing self‑service resources and internal handbooks.Design architecture for Help Center and internal Knowledge Base, ensuring speed, accuracy, and policy adherence.Define principles for content linkage and governance to prevent duplication.Develop strategy to leverage technology and AI for self‑service and contact deflection.Strategic Learning Lifecycle and Continuous ImprovementDesign a comprehensive onboarding curriculum blending shared product knowledge with role‑specific content.Build a Continuous Learning Framework that connects QA findings, product launches, and customer feedback to the learning agenda.Define KPIs to measure training ROI and develop proactive remediation strategies for employees not meeting competency targets.What We’re Looking For7+ years of experience in Customer Operations, Quality Management, Knowledge Management, or Learning & Development, preferably in a SaaS or tech company.Proven success in building a QA function or scaling a Knowledge Management ecosystem from scratch.Strong understanding of operational metrics (CSAT, FCR, time‑to‑competency, training ROI) and their impact on QCT.Deep experience designing content architecture for internal and external audiences.Strategic leadership experience building and leading teams of trainers, content writers, or QA specialists.Exceptional cross‑functional collaboration skills, influencing stakeholders across Product, Engineering, and Operations.Fluent in English; additional languages are a plus.Nice to HaveExperience implementing or managing LMS 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.Seniority level ExecutiveEmployment type Full‑timeJob function Quality AssuranceIndustries Software DevelopmentReferrals increase your chances of interviewing at Factorial by 2x.Get notified about new Head of Quality Assurance jobs in Barcelona, Catalonia, Spain.#J-18808-Ljbffr