Quality Enablement Partner

Job Summary

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

Key Responsibilities

• Serve as the subject matter expert for Balto, leading the design and optimization of playbooks and agent assist tools
• Manage AI-enabled quality scoring processes and track the impact on customer satisfaction and agent performance
• Equip supervisors with actionable quality insights and facilitate calibration sessions to enhance coaching effectiveness

Required Qualifications

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