Descripción de la oferta
Get AI‑powered advice on this job and more exclusive features.Por favor, lea detenidamente la siguiente descripción del puesto para asegurarse de que encaja con el perfil antes de enviar su solicitud.It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new‑generation cloud technology within global hospitality. With our industry‑leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole…About the roleMews is building a formal Quality Assurance (QA) and Service Excellence function to ensure consistent, scalable, and high‑quality delivery within the Customer Experience and Delivery (CXD) group. CXD is comprised of onboarding, customer success and support and is the single organization that designs, delivers, and scales the entire customer experience and delivery engine to grow revenue, reduce friction, and create one seamless journey for customers.This role is responsible for designing, establishing, and embedding the QA function from the ground up. You will define what “good” looks like, implement the frameworks, tooling, and governance to measure it, and create feedback loops that drive continuous improvement across the customer lifecycle. This is both a strategic and hands‑on role, requiring the ability to build structure while operating effectively in a scaling, fast‑moving environment.The role reports to the Head of Outsourced Professional Services, with strong cross‑functional collaboration across Onboarding, Customer Success, Support, Product, and Partnerships. Your mission, should you choose to accept itBuild and Own the QA FunctionDesign and implement a company‑wide QA framework covering onboarding, deployment, and support services (internal and external).Define quality standards, acceptance criteria, audit methodologies, and governance models.Establish scalable QA processes, playbooks, and operating rhythms appropriate for a global organization.Select, implement, or optimize QA tooling (e.g. audits, scorecards, case reviews, RCA tracking).Quality Governance & OversightAct as the central quality authority across delivery channels, ensuring consistency while respecting regional and partner‑specific realities.Own the audit and review process for deployments and onboarding engagements.Ensure partners and internal teams understand expectations and are enabled to meet quality standards.Serve as a senior escalation point for systemic quality issues (not day‑to‑day case handling).Measurement, Reporting & InsightDefine, track, and continuously evolve quality KPIs across onboarding, deployment, and support.Translate QA findings into clear insights and recommendations for leadership.Identify trends, root causes, and recurring failure modes, drive corrective and preventive actions.Partner with Finance and Operations to balance quality, cost, and speed.Embed Root Cause Analysis (RCA) methodologies and structured problem‑solving approaches.Drive improvements using Lean / Six Sigma principles, where appropriate.Partner with Product, Enablement, and Operations to ensure learnings feed back into training, documentation, and process design.Support readiness for scale, new regions, and evolving delivery models.Stakeholder & Partner EnablementWork closely with Deployment Partners, Regional Onboarding teams, and Support leaders to raise quality maturity.Influence without direct authority; build trust and alignment across teams.Support decision‑making on partner assignment, onboarding models, and service trade‑offs where quality and cost intersect.Key Performance IndicatorsCSAT – Customer Satisfaction scores for DeploymentsTTO – Time to OnboardTTD – Time to DeployTTA – Time to ActivateTTR – Time to RevenueDER – Delivery Escalation RateGo‑Live Compliance RatesQA Pass RateHold RateYou’ll be a great fit if you bring a few of the below with youExperience5‑8+ years’ experience in Quality Assurance, Service Excellence, Operations, or Delivery within SaaS, hospitality tech, or complex services environments.Proven experience building or formalizing a QA or quality management function, not just operating within one.Experience working with outsourced partners and internal delivery teams.Strong understanding of end‑to‑end service delivery and customer lifecycle management.Methodologies & Frameworks (one or more strongly preferred)ISTQB or equivalent QA certificationLean Six Sigma (Green Belt or above preferred)ITIL / Service Management frameworksRoot Cause Analysis methodologiesISO 9001 or Quality Management Systems experienceSkills & AttributesStrategic thinker with strong execution capability.Comfortable operating in ambiguity and building structure where none exists.Data‑driven and analytically strong; able to “tell the story” behind the numbers.Confident communicator able to influence senior stakeholders and partners.Pragmatic mindset: balances quality ideals with commercial and operational realities.Customer‑centric with a strong sense of accountability for outcomes.OtherFluent English required; additional languages a plus (French, German, Dutch, Spanish).Willingness to travel occasionally and work across time zones as needed.Quality Leadership: Establishes and upholds clear quality standards; drives accountability cross‑functionally.Systems Thinking: Understands how people, process, tooling, and incentives interact across the delivery ecosystem.Analytical Fluency: Interprets data, identifies patterns, and converts insights into action.Influence & Collaboration: Builds alignment across teams, regions, and partners without direct authority.Operational Excellence: Applies structured methodologies to improve outcomes while enabling scale.What’s in it for you?Did you know Mews was named Best PMS of 2025 – for the second year in a row – and twice recognized as a Best Place to Work in Hotel Tech?That success is powered by our incredible people and supported by the benefits that help them thrive.No matter where you’re based, you’ll enjoy:Participation in our company share programBest‑in‑class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)Unlimited paid holiday (yes, really)Work from anywhere – enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.Relocation options available after 1 yearMonthly "EDGE" time – dedicated to Explore, Develop, Grow, and Elevate yourselfFlexible, hybrid working optionsOne‑off home office setup budget to make your workspace your ownMonthly working‑from‑home and healthcare allowances (where local healthcare benefits are not available)We also tailor benefits to each location – from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.Because at Mews, growth, balance, and belonging aren’t just words, they’re how we work. xcskxlj Seniority levelMid‑Senior levelEmployment typeFull‑timeJob functionQuality AssuranceIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Mews by 2xSign in to set job alerts for “Quality Assurance Manager” roles.Madrid, Community of Madrid, Spain 1 month agoSoftware Development Engineer in Test (MacOS)Madrid, Community of Madrid, Spain 3 months agoSenior Software Development Engineer in TestMadrid, Community of Madrid, Spain 11 months agoCONSULTOR/A CALIDAD RPA CON CERTIFICACIÓN (REMOTO)Madrid, Community of Madrid, Spain 2 months agoNavalcarnero, Community of Madrid, Spain 2 weeks agoSenior Software Development Engineer in Test (f/m/d)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.#J-18808-Ljbffr
