QA Lead (AI)

TL;DR

QA Lead (AI): Designing, owning, and continuously improving the User Support quality system, ensuring quality data translates into clear insights and measurable performance gains. Focus on validating AI-based evaluation systems, conducting root cause analysis, and optimizing support processes.

Location: Hybrid, working from the office in Madrid, Spain.

Company

hirify.global is the world’s leading tech platform for culture and live entertainment, inspiring over 300 million people monthly across +40 countries.

What you will do

• Own and evolve QA scorecards across channels (email, chat, calls).
• Define and maintain quality standards across languages and workflows.
• Identify and conduct root cause analysis on recurring quality issues.
• Support implementation and monitoring with Operations and Training teams.
• Validate the accuracy and reliability of the AI-based evaluation system.
• Evaluate and improve the quality and effectiveness of macros and predefined responses.

Requirements

• Strong background in QA, Quality Operations, or Customer Support.
• Experience with scorecards, quality metrics, and performance analysis.
• Comfortable working in data-driven, high-volume environments.
• Strong analytical, process-improvement, and stakeholder communication skills.

Nice to have

• Experience with AI-based QA systems.

Culture & Benefits

• Attractive compensation package with base salary and performance bonus potential.
• 40% discount on all hirify.global events and experiences.
• Hybrid work model, primarily based in Madrid.
• Health insurance and Gympass membership.
• English Lessons.
• Flexible remuneration and early salary access through Cobee and Payflow.
• Responsibility and professional growth in a young, international team.