Customer Success Quality & Performance Lead (AI)

Location: Remote, Moscow

Salary: From $2,500 net per month

Company

Novakid is an early English learning platform that provides children worldwide with fully remote, play-based lessons delivered by certified teachers.

What you will do

• Own quality evaluation for calls, chats, and bot-led conversations across Primary Sales, Secondary Sales, and Customer Support.
• Design and validate outcome-based QA criteria and scorecards linked to conversion, revenue, retention, upsell, and CSAT.
• Configure and calibrate AI scoring, define human-review sampling, and maintain consistency between AI and expert evaluations.
• Own the versioning, testing, and improvement of sales, retention, upsell, support scripts, and chatbot or voicebot flows.
• Convert QA findings into targeted coaching, training, onboarding, and newcomer mentoring programs.
• Maintain agent-grading systems and report improvement opportunities to Client Operations leadership.

Requirements

• 4+ years of experience in Quality Assurance, Customer Experience, or Operations leadership across both sales and customer support.
• Experience with AI-driven Conversation Intelligence platforms and automated scoring of 100% of interaction volume.
• Strong data-analytics skills, including connecting QA metrics with conversion, retention, upsell revenue, and CSAT or NPS.
• Experience designing, A/B testing, version-controlling, and refining employee scripts and automated conversational flows.
• Experience creating coaching, onboarding, and mentoring programs and performance-grading models combining behavioral metrics with output KPIs.
• Ability to influence Operations leadership, product teams, and front-line managers.

Culture & Benefits

• Flexible remote work environment.
• Opportunities for professional development and career advancement.
• Collaborative, diverse, and supportive international team culture.
• Opportunity to improve access to effective English learning for children worldwide.