Quality Enablement Partner

Job Summary

As a remote Quality Enablement Partner in Customer Experience, this full-time position will manage the design and optimization of quality processes using Balto's agent-assist tools, while collaborating closely with contact center supervisors to enhance performance and customer satisfaction.

Key responsibilities:

• Lead the design, configuration, and optimization of Balto playbooks and agent-assist tools
• Track and report on the impact of quality initiatives on customer satisfaction and agent performance
• Equip supervisors with actionable quality insights to improve coaching effectiveness and team performance

Required qualifications:

• High school diploma or equivalent
• Minimum of three years of experience in contact center quality assurance 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
• Proficiency in Microsoft Excel and data-visualization tools