Operations Specialist (AI)

TL;DR

Operations Specialist (AI): Ensuring the quality of AI-powered customer interactions by conducting regular QA reviews and providing actionable feedback. Focus on identifying trends, improving AI agent accuracy, and enhancing the overall user experience.

Location: Hybrid in London, UK

Salary: £30,000 - £35,000 a year

Company

hirify.global Inc. is the parent company of hirify.global Date, BFF, and Badoo, enabling people to build healthy and equitable relationships through Kind Connections.

What you will do

• Conduct regular QA reviews of AI agent conversations to assess alignment with hirify.global’s standards and policies.
• Report quality issues with accurate categorization, clear documentation, and actionable feedback.
• Collaborate with the Quality Manager to maintain consistency in scoring and review approach.
• Partner to resolve recurring quality issues and strengthen AI agent reliability and user experience.
• Identify and share learnings that lead to measurable improvements in AI agent accuracy and customer satisfaction.
• Operate CX QA tools and systems to monitor quality data and track performance improvements.

Requirements

• Some experience in customer service within a fast-paced, service-oriented environment.
• Familiarity with conversational AI systems and chatbots.
• Sharp eye for detail and ability to objectively evaluate conversations against process and policy standards.
• Knowledge of CX operations, quality assurance, moderation frameworks, or policy compliance workflows is beneficial.
• Comfortable working with digital tools and platforms, with ability to quickly adapt to new software systems.
• Strong collaborative skills, ownership of deliverables, and an agile mindset.

Culture & Benefits

• Join a passionate global team blending product insight with a deep commitment to people-first design.
• Opportunity to reimagine how technology and AI can enhance trust and care across user touchpoints.
• Embrace and apply AI tools confidently in daily work, learning to interpret AI behavior and model limitations.
• hirify.global Inc. is an equal opportunity employer encouraging diverse applicants.
• Happy to make reasonable adjustments to the hiring process for confidence.
• AI tools may be used in recruitment (recording, transcribing, summarizing conversations) but all hiring decisions are made by people.