Vertical Sales Manager - Quality Management and Analytics

Amira AI (legal entity AC AI Convergence LLC) is a Dubai-based enterprise AI platform for customer experience automation. Our four-product suite — Amira.agentic (autonomous voice and chat agents), Amira.assist (real-time agent co-pilot), Amira.analyze (predictive quality analytics), and Amira.coach (AI-powered agent training) — is deployed across more than 200 enterprise customers globally, including Vodafone, Deutsche Telekom, Santander, E.ON, L'Oréal, IFZA, and Audi.

We are headquartered in Al Fahidi, Bur Dubai, with engineering excellence delivered from our German parent organisation, building on more than thirty years of contact-centre and CX expertise. We operate natively in seventy-plus languages and one hundred-twenty-plus dialects, with full data sovereignty in every country we serve. Our tagline — "almost human" — is the bar we hold ourselves to.

This role sits in our Middle East regional team, which is in active build-out across the GCC. The work is operational, customer-facing, and direct: there is no large management layer between you and the leadership decisions that affect your day-to-day.

Amira.Analyze is, plainly, second to none. We deliver 100% interaction coverage with predictive NPS and CSAT scoring at 94% accuracy, replacing the 2–5% manual sampling that quality-management departments have run for two decades. We do this in seventy-plus languages and one hundred-twenty-plus dialects natively — not as an afterthought, but as a core capability. We score sentiment, intent, compliance, agent skill, customer churn risk, script adherence, and emotional escalation in real-time across every interaction, every channel. There is no other product on the market that combines this depth of analytical sophistication with this language coverage and this deployment flexibility (cloud, private cloud, on-premise, BYOK).

It is our strongest competitive differentiator at the upper end of the contact-centre market — and currently, no one in our regional team owns its sale.

This role is for someone who has lived inside Quality Management departments at scale — either as Head of Quality at a major BPO, captive contact centre, or in-house operation, or as an external QM consultant who has audited large operations across multiple clients. You speak the language of Six Sigma, COPC, calibration sessions, sample sizes, disposition codes, and inter-rater reliability. When you sit across from a Head of Quality at a 2,000-agent operation, you do not need to be coached on what they care about.

The work is consultative and analytical: most enterprise QM departments do not yet know that 100% predictive coverage is possible, and the sale begins with showing them what they could not see before. Once you demonstrate the value, the deal economics are compelling — a 40-person QM team running 2% sampling on 2 million interactions a year is doing approximately what one Amira.Analyze instance does in real-time.

There is one important nuance about this market that the right candidate will already have learned the hard way: contact-centre and BPO operators are sometimes ambivalent about Amira.Analyze, because our product surfaces, in objective data, exactly where their service quality has gaps. The buying energy more often sits with their clients — the brand owners and enterprise customers who outsource contact-centre operations and want independent visibility into how their customer experience is actually being delivered.

That dynamic shapes the sale. You will sell to BPO operations leadership where there is genuine appetite for AI-augmented coverage, but you will also sell directly to brand-owner enterprises whose CX teams want to instrument the contact-centre operations they pay for. Both motions matter. The right candidate has a network on both sides of that equation.

This sits naturally alongside Amira.Coach, our AI-powered training product for inbound and outbound agents. Once Analyze identifies the agent-level coaching priorities, Coach delivers the training. It is one of the cleanest cross-sell motions in our portfolio, and we expect this role to lead the conversation on both products in tandem.

•       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.

•       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.

•       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.

•       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.

•       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).

Send your CV plus a one-page cover note to hello@amira-ai.com 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.