Global AI Enhanced Quality Manager (AI)

TL;DR

Global AI Enhanced Quality Manager (AI): Defining and leading global QA standards across human and AI-assisted channels to ensure consistent consumer experiences with an accent on AI-driven assessment. Focus on modernizing QA practices through AI integration, driving global calibration, and improving brand trust through empathy and action.

Location: Hybrid in London or Leeds, UK (3 days from the office)

Company

hirify.global is a global product design and technology company offering a diversified portfolio of 5-star rated lifestyle solutions.

What you will do

• Lead global QA strategy, scorecard design, and calibration models across all regions and channels.
• Modernize QA practices by integrating AI-supported evaluation and near-real-time performance visibility.
• Partner with Technology to define requirements and training data needs for AI QA tools.
• Drive global calibration practices to ensure fairness and consistent agent evaluation worldwide.
• Collaborate with Global L&D to identify agent capability gaps and implement coaching interventions.
• Provide guidance to regional QA leaders and BPO partners to maintain high standards.

Requirements

• Bachelor’s degree in Business, Communications, Operations, or a similar discipline.
• 6+ years of experience in QA leadership, contact center operations, or CX performance roles.
• Deep understanding of QA frameworks, calibration practices, and performance drivers.
• Experience working with or influencing AI-supported QA tools (ZOOM is an asset).
• Ability to drive global standardization while respecting cultural and linguistic differences.
• Must be based in or able to work from London or Leeds on a hybrid basis (3 days in office).

Culture & Benefits

• Competitive health insurance, retirement plans, and paid time off.
• Employee stock purchase options and wellness programs.
• hirify.global product discounts.
• High-impact Learning Programs to support personal and professional growth.
• Inclusive environment valuing diversity, equity, and an "Outrageously Extraordinary" mindset.