Customer Success Quality Lead
Job Summary
To ensure the quality and continuous improvement of customer interactions, the remote Customer Success Quality Lead will manage the evaluation of conversations across Sales and Support, design outcome-based QA frameworks, and oversee the development of scripts and bot flows based on performance insights.
Key Responsibilities
- Oversee the evaluation of calls, chats, and bot-led conversations using AI scoring and human review
- Design and validate QA criteria and scorecards against business outcomes such as conversion and retention
- Own and improve sales and support scripts and bot flows based on QA insights and performance data
Required Qualifications
- 4+ years in Quality Assurance, Customer Experience, or Operations leadership in Sales and Customer Support
- Experience with AI-driven Conversation Intelligence platforms for automated scoring
- Strong data-analytics background linking QA metrics to business metrics like Conversion Rate and CSAT
- Practical experience in designing and refining sales/support scripts and chatbot flows
- Expertise in building coaching programs and performance-grading models that integrate behavioral metrics
Complete Job Description
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