Quality Agent Specialist

Hello
At
Factorial
, we're looking for a new
Quality Agent Specialist
to help us take our
Customer Experience team
to the next level.

If you're passionate about
customer satisfaction, quality assurance, and continuous improvement
, this is your opportunity to make a real impact in a fast-growing, dynamic environment.

The Role
As a
Quality Agent Specialist
, you will play a key role in ensuring our
Support, Onboarding, Account Management, Sales, and Consulting teams
maintain
high-quality standards
in customer interactions. You'll
monitor and evaluate communications
, provide
constructive feedback
, and
optimise processes
to enhance the overall
customer experience
.

This role requires
a keen eye for detail, analytical thinking, and strong collaboration skills
to help drive
quality and performance
across multiple touchpoints.

Key Responsibilities

Monitor and evaluate
customer interactions across channels including
calls, video calls, emails, and live chat
to ensure top-tier service.

Provide structured feedback
to team members, helping them enhance their communication and customer handling skills.

Track and analyse key performance indicators (KPIs)
to assess
CX team performance
and identify improvement areas.

Maintain and update
quality manuals, procedures, and records to ensure consistency and compliance.

Conduct regular audits
, identifying gaps in processes and working on
continuous improvement initiatives
.

Collaborate with CX leaders and other departments
to ensure quality standards are met across all customer interactions.

Suggest and implement process improvements
to enhance the customer experience and optimise team efficiency.

Your Profile

• 1-2 years' experience as a Quality Agent/Specialist, ideally within a SaaS or B2B environment.
• Excellent attention to detail with the ability to evaluate and assess customer interactions accurately.
• Strong analytical skills, with the ability to track KPIs, measure impact, and optimise performance.
• English and Spanish is a must, along with proficiency in one or more of the following languages: German, Italian, French, or Portuguese.
• Great communication skills, with a collaborative and feedback-driven mindset.
• Passionate about customer experience, always looking for ways to enhance service quality.

Benefits

Be part of a high-growth company
where your impact is tangible.

Work in a dynamic, international environment
, collaborating with teams across different regions.

Opportunities for professional growth and career development.

Save on expenses
with
Cobee
and
get your salary in advance
with
Payflow
.

Stay healthy
with
Gympass
and
Alan private health insurance
.

Language classes
with
Yolk Academy
.

Exclusive discounts
with
Syra and Apeteat
.

Enjoy office perks
like
breakfast, organic fruit, and Apeteat meals
.

Flexible schedules
,
pet-friendly environment
, and
no dress code

Is this you? Come rock the world with us
About Us
At 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 1,200 employees across 7 markets, we serve 700,000+ users and are one of 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.

Do you want to know more about us?
We have
won awards
, received
outstanding customer feedback
, and secured
over $120M in funding
from top international venture capital firms, including
Tiger, CRV, Creandum, Point Nine Capital, and K Fund
.

Ready to make an impact?
Apply now and join the adventure