Senior Quality Enablement Partner – Customer Experience & Contact Center Optimization Specialist (Fully Remote) – Lead AI‑Driven CX Excellence at brighthush

About brighthush

brighthush is a trailblazer in inclusive communication technology, dedicated to empowering seniors and their caregivers with tools that bridge hearing gaps and foster meaningful connections. Since our founding in 2011, we have harnessed the power of automatic speech recognition, human captioning, and real‑time phone captioning to give people with hearing loss the confidence to engage fully in everyday conversations. Our solutions are FCC‑certified and built on the highest standards of privacy, security, and professionalism, ensuring that every interaction reflects our unwavering commitment to quality and service.

We operate at the intersection of cutting‑edge technology and compassionate care, creating products that not only meet regulatory compliance but also enrich lives. Our mission is simple yet profound: to transform the way seniors and their loved ones communicate, enabling independence, dignity, and deeper relationships.

Why Join brighthush?

At brighthush, you’ll be part of a remote‑first culture that values innovation, continuous learning, and a genuine desire to make a difference. Our team is a vibrant community of thinkers, doers, and problem‑solvers who celebrate diversity, encourage curiosity, and reward initiative. Whether you’re a seasoned quality professional or a recent graduate eager to grow, you’ll find a place where your contributions matter and your career can flourish.

Key reasons to join:

• Work from anywhere with the flexibility of a fully remote environment.
• Collaborate with cross‑functional leaders in product, engineering, and operations.
• Drive real impact on customer experience and agent performance.
• Access to continuous learning resources, mentorship, and professional development.
• Be part of a mission‑driven organization that prioritizes inclusion and accessibility.

Role Overview

The Senior Quality Enablement Partner – Customer Experience & Contact Center Optimization Specialist 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.

Apply now and help us shape the future of inclusive communication.