Quality Assurance Lead (CX)

TL;DR

Quality Assurance Lead (CX): Designing and evolving an insight-driven quality system for CX operations with an accent on AI-powered analytics and framework governance. Focus on transitioning from manual sampling to automated, scalable behavioral trends analysis to improve agent effectiveness and customer satisfaction.

Location: Remote (US)

Salary: $95,200–$140,000

Company

hirify.global is a Series D healthtech company building a mental healthcare system to make therapy affordable and accessible by automating insurance and administrative workflows.

What you will do

• Own end-to-end QA program areas including calibration, rubric governance, and AI-powered analytics.
• Configure and optimize AI-QA tools (e.g., ObserveAI) to deliver actionable scoring and consistent output.
• Analyze conversation data and quality metrics to identify DSAT drivers and behavioral trends.
• Design dashboards and produce structured insight reports to drive operational and product decisions.
• Collaborate with BPO teams, Enablement, and Knowledge teams to align quality standards across all channels.
• Develop automation within QA workflows to reduce manual overhead and expand coverage.

Requirements

• 4–7 years of experience in CX operations, QA, or analytics with a track record of owning programs.
• Proficiency in data analysis tools such as Looker, Metabase, or Hex; SQL knowledge is a plus.
• Experience configuring and calibrating QA and conversation intelligence tools (e.g., ObserveAI, Klaus, Level AI).
• Ability to translate quality data into actionable recommendations for non-QA stakeholders.
• Must be eligible to work in the US (E-Verify participant).

Nice to have

• Experience using AI for workflow improvements, automation, and faster paths to insight.

Culture & Benefits

• Comprehensive health, dental, and vision coverage including HSA/FSA.
• Equity grants and 401K retirement savings.
• Flexible PTO, 13 paid holidays, and a dedicated year-end holiday break.
• Work-from-home stipend and therapy reimbursement.
• 16-week parental leave and Carrot Fertility membership.