The posting
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 timeframes. 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 experience. Familiarity with compliance requirements in customer communications, such as the Health Insurance Portability and Accountability Act (HIPAA) and Federal Communications Commission (FCC) requirements. Knowledge of continuous-improvement methodologies, such as Lean or Six Sigma. Prior experience providing quality analysis or enablement support in a contact center environment.
Physical Demands: In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.
Employees may experience the following physical demands for extended periods of time:
Sitting, standing, and walking (95-100%) Keyboarding (70-90%) Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)
Work Environment: 100% Remote: Work environment is at home.
