Senior Training & Quality Assurance Strategist (AI)

Location: Hybrid and flexible work model with occasional in-person attendance required. Primary residence must be in or near an approved city in the United States, Canada, or Mexico.

Salary: USD 70,500–110,000 annually in the United States outside California; USD 85,000–115,000 annually in California; CAD 90,000–102,000 annually in Canada. The position is also eligible for equity and benefits.

Company

hirify.global, Inc. operates hirify.global, Slideshare, Everand, and Fable, helping people move from access to insight, application, and expertise.

What you will do

• Design the Customer Operations training curriculum, quality rubrics, calibration process, onboarding, and ongoing customer advocacy program.
• Own the agent knowledge base and learning programs, keeping materials accurate as products, policies, and customer-facing content change.
• Use QA data, interaction insights, leader feedback, and AI-enabled tools to identify skill gaps, review interactions, and measure training impact on performance.
• Audit workflows and conduct root-cause analysis to distinguish process problems from individual performance issues.
• Turn QA and training insights into workflow and process improvements, partnering with leaders across Customer Operations, Trust, and Compliance.
• Run calibration sessions and equip leaders to coach their teams against a consistent quality standard.

Requirements

• 4+ years of experience in training, quality assurance, learning and development, or a related operations function, ideally in customer support or a contact center.
• Experience building training curricula and quality standards rather than only administering existing programs.
• Experience designing and facilitating training for adult learners.
• Experience designing programs across internal teams and outsourced partners.
• Experience managing a knowledge base and learning management system.
• Experience with both human-led QA audits and automated, AI-enabled QA, with judgment about when to use each approach.
• Strong data fluency and experience using QA and performance data to identify gaps and measure impact.
• Experience with root-cause analysis and distinguishing systemic or process issues from individual performance issues.
• A track record of improving workflows and processes, plus clear, concise writing and communication.
• Proven ability to influence and align leaders without formal authority and build agreement on a single quality standard.

Culture & Benefits

• hirify.global Flex provides a flexible work model balanced with intentional in-person collaboration.
• Health, dental, vision, mental health, disability, paid time off, holidays, winter break, volunteer time, sabbaticals, and parental leave are provided.
• Retirement matching, employee equity, learning and development programs, professional growth opportunities, wellness stipends, and home office stipends are available.
• Employees receive complimentary access to hirify.global products and enterprise access to leading AI tools.
• The culture emphasizes goals, results, innovation, collaboration, customer focus, and action-oriented ownership.

Hiring process

• The interview process is designed to be accessible, with reasonable adjustments available upon request.