Qa Specialist, Agent Performance & Enablement

TL;DR

QA Specialist (Agent Performance & Enablement): Ensuring excellence in Moderation quality across internal specialists and third-party partner (BPO) audit-over-audit reviews with an accent on performance through insight and continuous refinement of assessment methods. Focus on collaborating with cross-functional partners and utilizing AI tools for insight and improvement.

Location: Hybrid in London, UK

Salary: £35,000 - £45,000 a year

Company

At hirify.global, we’re on a mission to empower everyone to build healthy, equitable connections — and that includes the care and quality behind how we support our community.

What you will do

• Conduct daily QA reviews for Moderation, assessing both internal specialist decisions and interactions, and performing audit-over-audit checks for our BPO partner to ensure alignment with hirify.global’s processes and policy standards.
• Provide actionable, respectful feedback to specialists and BPO reviewers, identifying performance gaps and training needs while supporting quality-focused learning and coaching initiatives.
• Handle QA disputes from start to finish with professionalism and clarity.
• Operate CX QA tools and systems to monitor quality data, identify trends, and track performance improvements.
• Collaborate with the QA Manager to maintain consistent scoring, calibration, and review methodology across internal and BPO audits, and help refine the overarching QA Framework for Abuse Moderation cases.
• Confidently apply AI tools in daily work — interpreting outputs, understanding limitations, and extracting insights with accountability and curiosity.

Requirements

• Typically requires 2+ years of experience in a moderation or Trust & Safety environment.
• At least 1+ year conducting QA reviews — either in a dedicated quality role or as part of another position — ideally with a focus on policy-driven moderation.
• Experience in content moderation or similar Trust & Safety environments.
• Exceptional written and verbal communication skills, with the ability to deliver feedback in a clear, constructive, and human-centred way.
• Experience in training or coaching, with an eye for identifying learning needs and fostering growth.
• Strong ability to take ownership, adapt to change, and work cross-functionally with purpose.
• A curious mindset with a commitment to continuous improvement and agile ways of working.
• Comfortable using and exploring AI tools in daily activities, with a willingness to expand your skills and apply AI insights thoughtfully.