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 in a similar role, 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 is a must, along with proficiency in **one or more of the following languages: **Spanish, 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 Factorial is an **all-in-one HR Software fast-growing startup founded in 2016. Our mission is to help **SMEs automate HR workflows, centralise people data, and make better business decisions. We currently serve **thousands of customers in over **60 countries worldwide and across industries. With a **diverse and multicultural team of 1,000+ people, we operate from our **offices in Barcelona, Brazil, Mexico, and the US. **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!