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
Quality Enablement Partner in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.