Quality Enablement Partner - Customer Experience; Remote

Summary:

The Quality Enablement Partner – Customer Experience serves as the subject matter expert driving continuous improvement in contact center performance and customer experience. This role designs, implements, and enhances quality processes with a strong focus on Balto, leveraging its agent-assist tools, playbook development, and automated-scoring capabilities to improve real-time performance.

Acting as a strategic partner to Contact Center Supervisors, the Quality Enablement Partner provides insights, frameworks, and tools that empower teams to deliver high-quality service. This is a strategic and tactical enablement position dedicated to ensuring agents have the guidance, support, and feedback needed to succeed. As a quality subject matter expert, the Quality Enablement Partner collaborates closely with operational leaders to strengthen coaching effectiveness, calibration consistency, and data-driven decision-making that elevate overall performance.

What This Role Does:

• Serves as the hands-on subject matter expert for Balto, leading the design, configuration, and optimization of playbooks, prompts, and agent-assist tools.
• Partners with agents and supervisors to identify opportunities for real-time guidance that enhances support outcomes and customer experience.
• Manages and continuously refines artificial intelligence (AI)-enabled quality-scoring processes, ensuring accuracy, fairness, and alignment with evolving business needs.
• Tracks and reports the impact of Balto and quality initiatives on customer satisfaction, compliance, and agent performance.
• Develops and maintains quality scorecards, rubrics, and reporting frameworks that integrate AI insights with traditional quality-assurance (QA) methods.
• Equips supervisors with clear, actionable quality insights to improve coaching effectiveness and team performance.
• Acts as a peer consultant and strategic partner to Supervisors, jointly accountable for achieving cohort-level quality results.
• Facilitates calibration sessions and feedback loops to drive consistency, transparency, and shared learning across teams.
• Supports supervisors in delivering effective, consistent coaching by providing frameworks and resources that build confidence and alignment.
• Analyzes quality trends and agent feedback to identify performance barriers and recommend process improvements.
• Collaborates with Operational Excellence teams to address skill gaps, refine processes, and elevate coaching standards.
• Champions a culture of continuous improvement, leveraging data and technology to enhance both the agent and customer experience.
• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required.
• A minimum of three (3) years of experience in contact center quality assurance, operations, training, or performance management is required.
• Direct experience implementing and managing Balto or similar real-time conversation-guidance or agent-assist platforms.
• Hands-on experience with speech analytics, playbook design, AI-driven quality-assurance processes, and automated scoring.
• Exceptional collaboration and communication skills, with the ability to work as a peer partner with supervisors and agents.
• Strong analytical and storytelling skills, with the ability to analyze data, interpret trends, and translate quality metrics into compelling narratives and actionable plans.
• Exceptional interpersonal and communication skills, with the ability to influence without authority.
• Comfortable operating in a fast-paced environment with shifting priorities.
• High emotional intelligence and empathy for agents and leadership stakeholders.
• Proficiency in Microsoft Excel, data-visualization tools, and performance-tracking systems.
• Strong alignment with organizational values and a commitment to continuous improvement.
• Excellent presentation, and problem-solving skills.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
• Self-starter with strong organizational and time-management skills, self-directed and able to handle multiple priorities with demanding time frames.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred:

• Contact Center Supervisor…