Head of Quality, Content and Training

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 1200 employees across 7 markets, we serve 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 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. You'll work cross-functionally to drive measurable improvements in performance, consistency, and time-to-competency across all operational teams.

What You'll 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 We're 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.