Vertical Sales Lead

Description:

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.

A Word on Where the Buying Energy Sits
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.

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.