Senior Quality Enablement Partner – Customer Experience & Contact Center Optimization (Fully Remote)

About brighthush

At brighthush, we are on a mission to transform the way seniors and their caregivers communicate. Founded in 2011, our passion for inclusive technology has driven us to become the leading provider of innovative, user‑friendly solutions that empower older adults to live independently and connect meaningfully with the world. By harnessing cutting‑edge automatic speech recognition, human captioning, and real‑time phone captioning, we give people with hearing loss the ability to see what callers are saying, restoring confidence and fostering deeper relationships.

brighthush is FCC‑certified and operates under the highest standards of privacy, security, and professionalism. We are committed to exceeding the expectations of our customers and to creating a culture where integrity, accountability, collaboration, service, and quality are not just words on a page but guiding principles that shape every decision.

Why Join brighthush?

When you become part of brighthush, you’ll be working with a team that values innovation, continuous learning, and a genuine desire to make a difference. Our remote-first environment gives you the flexibility to work from anywhere while staying connected to a vibrant community of thinkers, doers, and problem‑solvers. We celebrate diversity, encourage curiosity, and reward initiative—so whether you’re a seasoned quality professional or a fresh graduate eager to grow, you’ll find a place where your contributions matter.

Role Overview

The Senior Quality Enablement Partner – Customer Experience & Contact Center Optimization is a strategic, hands‑on role that drives continuous improvement in contact center performance and customer experience. You will be the subject‑matter expert on Balto, our real‑time conversation‑guidance platform, and will design, implement, and refine quality processes that elevate agent performance, coaching effectiveness, and customer satisfaction.

In partnership with supervisors, agents, and cross‑functional leaders, you will translate data insights into actionable plans, champion a culture of continuous improvement, and ensure that every interaction reflects brighthush’s commitment to quality and service.

Key Responsibilities

• Balto Expertise: Lead the design, configuration, and optimization of Balto playbooks, prompts, and agent‑assist tools to provide real‑time guidance that improves support outcomes.
• Strategic Partnering: Work closely with contact center supervisors to identify opportunities for real‑time coaching, performance enhancement, and customer experience improvement.
• Develop and maintain AI‑enabled quality‑scoring processes, ensuring accuracy, fairness, and alignment with evolving business needs.
• Track, analyze, and report the impact of Balto and quality initiatives on customer satisfaction, compliance, and agent performance.
• Create and refine quality scorecards, rubrics, and reporting frameworks that integrate AI insights with traditional QA methods.
• Equip supervisors with actionable quality insights to improve coaching effectiveness and team performance.
• Facilitate calibration sessions and feedback loops to drive consistency, transparency, and shared learning across teams.
• 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.
• Perform other duties as assigned.

Essential Qualifications

• High school diploma or equivalent (required).
• Minimum of three (3) years of experience in contact center quality assurance, operations, training, or performance management.
• Direct experience implementing and managing Balto or a similar real‑time conversation‑guidance platform.
• 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 partner with supervisors and agents as peers.
• Strong analytical and storytelling abilities—capable of interpreting data, identifying trends, and translating metrics into compelling narratives and actionable plans.
• Excellent interpersonal skills and 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 brighthush’s core values and a commitment to continuous improvement.
• Excellent presentation and problem‑solving skills.
• Ability to guide and support others through collaboration, fostering a high‑quality, team‑oriented environment that drives results.
• Self‑starter with strong organizational and time‑management skills, 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 Qualifications

• Experience as a contact center supervisor.
• Familiarity with compliance requirements in customer communications, such as HIPAA and FCC regulations.
• Knowledge of continuous‑improvement methodologies, such as Lean or Six Sigma.
• Prior experience providing quality analysis or enablement support in a contact center environment.

Skills & Competencies

• Strategic thinking and execution.
• Data‑driven decision making.
• Advanced problem‑solving and root‑cause analysis.
• Strong communication—both written and verbal.
• Team collaboration and influence.
• Adaptability and resilience.
• Customer‑centric mindset.
• Technical proficiency with AI/ML tools and analytics platforms.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders in quality, operations, and technology.
• Regular training on emerging AI, speech analytics, and contact center best practices.
• Opportunities to lead cross‑functional projects that shape the future of our customer experience strategy.
• Clear pathways to senior leadership roles in quality, operations, or product management.
• Support for certifications such as Six Sigma Green Belt, Certified Quality Engineer, or AI/ML specialization programs.

Work Environment & Culture

Fully remote—work from the comfort of your home while staying connected through virtual collaboration tools. Our culture is built on:

• Transparency and open communication.
• Recognition of individual and team achievements.
• Flexibility to balance professional and personal commitments.
• Commitment to diversity, equity, and inclusion.
• Continuous learning and innovation.

Compensation & Benefits

Competitive salary range: $67,000 to $84,000 per year, commensurate with experience and market conditions. In addition to base pay, you will receive:

• Health, dental, and vision insurance.
• Flexible paid time off and holiday schedule.
• 401(k) plan with company match.
• Professional development stipend.
• Wellness resources and mental health support.
• Equity or stock‑option opportunities (subject to eligibility).
• Technology stipend for home office setup.

How to Apply

Ready to make an impact? Submit your application through our careers portal at brighthush.com/careers. Your application will be personally reviewed by our talent acquisition team—no automated bots. If we see a match, we’ll reach out to discuss next steps.

Equal Opportunity Employer

brighthush is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

Disclaimer

The information provided in this description is intended to convey the general nature and level of work performed by employees in this role. It is not a comprehensive inventory of all duties, responsibilities, or qualifications required.

Important Notes

• brighthush does not offer sponsorship for work authorization. Candidates must be authorized to work in the U.S. without a current or future need for visa sponsorship.
• All legitimate brighthush job openings are posted exclusively on our careers page.
• Recruiters will only contact you from verified @brighthush.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (e.g., banking details or Social Security numbers) during early stages of the hiring process.

Stay vigilant against online job scams. If you receive a suspicious message that does not follow these guidelines, please do not engage. Verify any opportunity by contacting us directly at [email protected]. We are committed to a hiring process that is respectful, secure, and transparent at every step.

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