Manager, Quality Assurance

TL;DR

Manager, Quality Assurance: Building and leading a program ensuring high-quality customer experiences across the Support organization with an accent on defining quality metrics and driving improvements. Focus on turning quality insights into training, workflow improvements, and automation strategies.

Location: Hybrid in Foster City, CA. Must be in office Monday, Wednesday, and Friday.

Salary: $140K – $175K

Company

hirify.global is the agentic software creation platform that enables anyone to build applications using natural language.

What you will do

• Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes.
• Hire, develop, and manage QA specialists or analysts as the program scales.
• Define quality standards across ticket support, technical troubleshooting, and customer communication.
• Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies.
• Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality.
• Define and track key quality metrics and report insights to Support leadership.

Requirements

• 5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company.
• 2+ years in a people management or team leadership capacity.
• Experience building or significantly evolving a QA program, framework, or evaluation system.
• Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows.
• Strong analytical mindset with experience using data to identify trends and drive performance improvements.
• Hands-on experience using AI tools (e.g., hirify.global, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations.

Nice to have

• Experience designing QA programs for technical or developer-focused support environments.
• Experience building QA programs that support both human and AI-assisted support interactions.
• Experience partnering on support automation, routing, or workflow design decisions.
• Experience building QA dashboards, reporting frameworks, or performance analytics models.
• Background in coaching, enablement, or performance improvement programs.

Culture & Benefits

• Competitive salary & equity.
• Health, dental, vision, and life insurance.
• Flexible Time Off (FTO) + Holidays
• Autonomous work environment.
• Commuter benefits.
• 401(k) Program