CX Quality Assurance Manager (AI)

Location: Barcelona, Catalonia, Spain

Salary: €46,000–€58,000 annual

Company

hirify.global is an AI-powered business software company founded in Barcelona that helps companies connect people, processes, policies, and data to complete operational work.

What you will do

• Lead, mentor, and develop a team of Quality Analysts supporting Account Management, Customer Support, Call Center, Onboarding, and other CX functions.
• Own the QA Assurance Programme, including audit methodology, scorecards, calibration standards, coverage expansion, and impact reviews.
• Drive the transition from manual to automated auditing and improve AutoQA/Intryc accuracy to enable risk-based sampling at scale.
• Define structured quality reviews for AI-generated customer interactions and work with Product and AI teams to resolve accuracy and compliance gaps.
• Connect QA findings with Enablement and Knowledge by improving training, documentation, and coaching programmes.
• Define QA metrics and manage PowerBI dashboards covering coverage, score trends, programme impact, cost avoided, and revenue protected.

Requirements

• At least 3 years of experience as a people manager leading QA, Quality Assurance, or CX quality functions.
• Hands-on experience with QA or audit platforms such as Playvox, Intryc, or equivalent.
• Experience scaling audit coverage through automation, AutoQA, LLM-as-judge, or similar approaches.
• Ability to define scorecards and metrics frameworks and partner with BI or Data teams using PowerBI or an equivalent tool.
• Strong project management experience across parallel workstreams, formal artefacts, and cross-functional dependencies.
• Strong stakeholder management skills in a matrix organisation, including prioritisation and defending decisions to senior stakeholders.

Culture & Benefits

• High-growth, multicultural, and friendly work environment.
• Private health insurance through Alan.
• Wellhub access, expense savings through Cobee, and language classes.
• Breakfast at the office, organic fruit, Nora discounts, free caffeine and theine.
• Pet-friendly workplace.