Global AI-Enhanced Quality Manager (AI)

TL;DR

Global AI-Enhanced Quality Manager (AI/CX): Defining global QA standards across human and AI-assisted channels with an accent on transitioning from traditional sampling to intelligent, AI-informed assessment. Focus on driving global calibration, identifying agent capability gaps, and elevating consumer trust through empathy.

Location: Needham, MA, United States

Salary: $112,500 - $172,500 USD

Company

hirify.global is a global product design and technology company specializing in disruptive lifestyle solutions through its Shark and Ninja brands.

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 the Technology team to define requirements and training data needs for AI QA tools.
• Drive global calibration practices to ensure fairness and consistent agent evaluation.
• Identify agent capability gaps and collaborate with Global L&D on coaching interventions.
• Translate QA learnings into actionable strategies to improve consumer empathy and trust.

Requirements

• Bachelor’s degree in Business, Communications, Operations, or equivalent professional experience.
• 6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles.
• Deep understanding of QA frameworks, calibration practices, and performance drivers.
• Experience working with or influencing AI-supported QA tools (Zoom experience is an asset).
• Ability to drive global standardization while respecting cultural and linguistic differences.
• Strong analytical mindset and excellent communication skills for influencing cross-regional leaders.

Culture & Benefits

• Comprehensive health coverage including medical, dental, vision, and flexible spending accounts.
• Financial growth through a 401(k) retirement plan with matching and an employee stock purchase program.
• Generous paid time off, company holidays, and parental leave.
• Unique perks such as pet insurance, pre-paid legal insurance, and product discounts.
• Access to high-impact learning programs for personal and professional growth.
• Inclusive, high-energy environment that values diversity, equity, and an "Outrageously Extraordinary" mindset.