Quality Enablement Partner - Customer Experience (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. For more information about our services please visit clearcaptions.com.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Position Summary:

The Quality Enablement Partner- Customer Experience will serve as the subject matter expert driving continuous improvement in contact center performance and customer experience. This role will design, implement, and enhance 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 best-in-class 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 SME, the Quality Enablement Partner collaborates closely with operational leaders to strengthen coaching effectiveness, calibration consistency, and data-driven decision-making that elevate overall performance.

This is a Remote/Work from Home position reporting to the Director of Operational Excellence.

What you will do:

• Serve as the hands-on subject matter expert for Balto, leading the design, configuration, and optimization of playbooks, prompts, and agent assist tools.
• Partner with agents and supervisors to identify opportunities for real-time guidance that enhances support outcomes and customer experience.
• Manage and continuously refine AI-enabled quality scoring processes, ensuring accuracy, fairness, and alignment with evolving business needs.
• Track and report the impact of Balto and quality initiatives on customer satisfaction, compliance, and agent performance.
• Develop and maintain quality scorecards, rubrics, and reporting frameworks that integrate AI insights with traditional QA methods.
• Equip supervisors with clear, actionable quality insights to improve coaching effectiveness and team performance.
• Act as a peer consultant and strategic partner to Supervisors, jointly accountable for achieving cohort-level quality results.
• Facilitate calibration sessions and feedback loops to drive consistency, transparency, and shared learning across teams.
• Support supervisors in delivering effective, consistent coaching, providing frameworks and resources that build confidence and alignment.
• Analyze quality trends and agent feedback to identify performance barriers and recommend process improvements.
• Collaborate with Operational Excellence teams to address skill gaps, refine processes, and elevate coaching standards.
• Champion a culture of continuous improvement, leveraging data and technology to enhance both the agent and customer experience.

Qualifications:

• Minimum of 3 years’ experience in call center quality assurance, operations, training, or performance management roles.
• Direct experience implementing and managing Balto or similar real-time conversation guidance/agent assist platforms.
• Hands-on experience with speech analytics, playbook design, AI-driven QA processes, and automated scoring.
• Exceptional collaboration and communication skills, with the ability to work as a peer partner with sup