Vertical Sales Lead — Quality Management / Customer Experience Analytics

About Amira Ai

Why This Role Exists

What You Will Own

• **Quota for the QM and Quality Analytics vertical**
• across the GCC — typically targeting Heads of Quality, COOs of contact centres, BPO operations directors, brand-side CX leaders who outsource contact-centre operations, and increasingly Chief Customer Officers.
• **Use-case ownership**
• for: 100% interaction coverage replacing manual sampling, predictive NPS/CSAT before survey response, agent coaching priority identification, compliance and script-adherence monitoring, churn-risk early warning, BPO performance verification for brand-owner clients.
• **Account strategy**
• across both sides of the buying equation — major BPOs operating in the UAE (Concentrix, Teleperformance, Majorel, iSON, AMICUS, Sutherland, Trinity Holdings), captive contact centres at telecommunications and banking giants, and equally the brand-owner enterprises (banks, telcos, retailers, hospitality groups, government agencies) who outsource contact-centre operations and need independent visibility into delivery quality.
• **Cross-product integration**
• — you identify Amira.Analyze opportunities inside existing Amira.Agentic deployments (every agentic customer is an analyze prospect) and lead the natural Amira.Coach attach motion (every Analyze customer is a Coach prospect — the analytics identify the coaching priority, the training product delivers the intervention). Partner with the Customer Success team on expansion conversations.
• **Industry presence**
• — COPC, ICMI Middle East, Customer Experience Management events, regional QA Heads roundtables.
• You should already be on the speaker rotation, or close to it.
• **Technical demonstrations**
• — this product sells on its analytical sophistication, not its features.
• You walk customers through the data, the prediction confidence intervals, and the operational implications.

What You Bring (Must-Haves)

• Eight or more years working inside or directly with Quality Management functions in contact-centre operations — either as Head of Quality, QM Director, COPC-Certified Auditor, or external QM consultant.
• Documented track record managing or auditing QA programmes at scale — minimum 200 agents in any single operation, ideally 500+.
• Strong literacy in QA methodologies: COPC, Six Sigma, calibration, balanced scorecard, attribute-level scoring, sampling theory, inter-rater reliability.
• An active dual-sided network. We expect you to have relationships with at least three large BPOs or captive operations in the UAE or KSA at Head of Quality, COO Contact Centre, or VP Operations level — and equally with brand-owner CX, customer experience, or vendor-management leadership at three or more enterprises that currently outsource contact-centre operations. The dual network is the role; candidates with only one side typically struggle here.
• Documented sales achievement — either commercial sales experience in a previous BD role, or measurable internal P&L impact from optimising QM operations as a buyer.
• Comfortable with predictive analytics and machine-learning concepts at a working-knowledge level — you do not need to be a data scientist, but you cannot be intimidated by a confusion matrix.
• English fluency required.
• Right to live and work in the UAE, or willingness to be sponsored under our visa.
• What's a Plus
• Arabic (Khaliji or KSA dialect) — strongly preferred.
• Direct prior experience selling QA or speech-analytics technology (NICE, Verint, Calabrio, CallMiner, Observe.AI, Cresta) — you know the competitive set intimately, and you know how Amira.Analyze outclasses them on language coverage and deployment flexibility.
• COPC certification (Auditor or Coordinator level).
• Six Sigma Green Belt or Black Belt.
• Prior leadership of a QA team transformation — from manual sampling to AI-augmented or fully automated coverage.
• Direct experience with agent-training, e-learning, or contact-centre coaching technologies — relevant for the Amira.Coach cross-sell motion.

What We Offer

• Performance-based compensation plus variable up to 100% of base on quota over-achievement — uncapped above 100% attainment.
• Direct CEO report and direct influence on the Amira.Analyze and Amira.Coach product roadmap.
• The opportunity to define the QM Analytics commercial motion in the GCC from the ground up.
• Standard UAE benefits package — see UAE Reality below.
• The UAE Reality — What This Role Looks Like in Practice
• Office: Al Fahidi, Bur Dubai — Mainland-DED entity.
• Working week: Monday to Saturday. Core hours flex around customer time zones (GCC, EU, occasionally APAC).
• Visa: Full employment and residence visa sponsorship for you.
• Health insurance: Employer-funded medical cover compliant with DHA requirements.
• End of Service Gratuity: Per UAE Labour Law (Federal Decree-Law No. 33 of 2021).
• Probation: 6 months. Notice period thereafter: 30 days.
• Travel: Periodic regional travel within the GCC; occasional travel to Germany (engineering hub).

How To Apply

• Send your CV plus a one-page cover note to [email protected] with the subject line indicated below.
• We read every application; we do not use automated screening for this role.
• *Subject line: "Vertical Sales — QM / Analyze — [Your Name]"*
• Cover note: tell us in concrete terms — describe the largest QA programme you have personally managed or audited, including agent count, sampling methodology, and the single biggest insight you generated for the operation. We are equally interested in hearing about a moment when QA findings were politically uncomfortable inside the operation, and what you did about it.