Quality Enablement Partner

Job Summary

A company is looking for a Customer Experience - Quality Enablement Partner (100% Remote).

Key Responsibilities

• Serve as the subject matter expert for Balto, enhancing playbooks and agent assist tools
• Partner with agents and supervisors to improve real-time guidance and customer experience
• Track and report the impact of quality initiatives on customer satisfaction and agent performance

Required Qualifications

• Minimum of 3 years' experience in call center quality assurance, operations, or performance management
• Direct experience with Balto or similar real-time conversation guidance platforms
• Hands-on experience with speech analytics and AI-driven quality assurance processes
• Strong analytical skills for interpreting data and translating insights into actionable plans
• Proficiency with Excel and data visualization tools