Quality Enablement Partner - Customer Experience (AI)

Location: 100% remote; work environment is at home. Candidates must be authorized to work for any employer in the US without a current or future need for visa sponsorship.

Salary: $67,000–$84,000 per year.

Company

hirify.global provides FCC-certified telephone captioning services and technology using automatic speech recognition and human captioning to support seniors and people who are hard of hearing.

What you will do

• Serve as the subject matter expert for Balto, designing, configuring, and optimizing playbooks, prompts, and agent-assist tools.
• Partner with agents and supervisors to identify real-time guidance opportunities and improve support outcomes and customer experience.
• Manage and refine AI-enabled quality-scoring processes, integrating automated scoring with traditional QA methods.
• Develop quality scorecards, rubrics, reporting frameworks, and impact tracking for customer satisfaction, compliance, and agent performance.
• Provide supervisors with actionable quality insights, coaching frameworks, calibration sessions, and feedback loops.
• Analyze quality trends and agent feedback, recommend process improvements, and collaborate with Operational Excellence teams to address skill gaps and improve coaching standards.

Requirements

• High school diploma or equivalent.
• At least three years of experience in contact center quality assurance, operations, training, or performance management.
• 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 QA processes, and automated scoring.
• Strong collaboration, interpersonal, communication, presentation, problem-solving, analytical, and storytelling skills, including the ability to influence without authority and translate quality metrics into actionable plans.
• High emotional intelligence and empathy for agents and leadership stakeholders.
• Proficiency in Microsoft Excel, Microsoft Office Suite, data-visualization tools, performance-tracking systems, and modern virtual-team communication tools such as Microsoft Teams and Slack.
• Ability to work in a fast-paced environment with shifting priorities, manage multiple demanding timeframes, and work flexible hours as needed.
• Self-directed, organized, discreet, able to make sound decisions, maintain confidentiality, guide and support others through collaboration, and align with organizational values and continuous improvement.

Nice to have

• Contact Center Supervisor experience.
• Familiarity with HIPAA and FCC requirements for customer communications.
• Knowledge of continuous-improvement methodologies such as Lean or Six Sigma.
• Prior quality analysis or enablement support experience in a contact center environment.

Culture & Benefits

• 100% remote work from home.
• Collaborative, flexible, fast-paced environment focused on integrity, accountability, service, quality, and continuous improvement.
• Reasonable accommodations are available for qualified individuals with documented disabilities.
• Compensation is determined through competitive market analysis and internal equity considerations, with benefits provided through the company’s total rewards program.