CX Quality & Development Specialist (AI)

Location: Remote, offsite in Mexico; Guadalajara, Jalisco

Company

hirify.global is a global company focused on products and collaboration solutions.

What you will do

• Conduct coaching quality evaluations using AI-based tools and audit bot evaluations for output accuracy.
• Deliver personalized coaching and mentorship to partner agents, internal teams, and CX leaders.
• Collaborate with leaders and QA teams to create SMART action plans based on actionable insights and performance gaps.
• Facilitate coaching calibrations and workshops to improve coaching effectiveness and alignment across partner and internal teams.
• Conduct root cause analysis on data sets, identify trends, and share recommendations with CX stakeholders and the training team.
• Align coaching goals with broader CX objectives, including NPS and CSAT improvement, and support mentorship programs and coaching certifications.

Requirements

• Bachelor’s degree in Business, Information Technology, Communications, or a related field, or equivalent experience.
• At least three years of experience in a Customer Care, Learning & Development, or similar working environment.
• Strong interpersonal skills, adaptability, and a people-focused approach.

Culture & Benefits

• Remote work arrangement for the Mexico-based role.
• Collaborative, inclusive, and flexible working environment.
• Comprehensive benefits vary by location and support physical, financial, emotional, intellectual, and social wellbeing.
• Opportunities to contribute to team-building, recognition programs, mentorship initiatives, workshops, and coaching certifications.