Senior Quality Enablement Partner – Customer Experience & Real‑Time AI Coaching Specialist – Champion Agent Excellence & AI‑Powered Coaching (Remote, Full‑Time) – brighthush

About brighthush

brighthush is a trailblazing technology company that empowers seniors and individuals with hearing challenges to communicate with confidence and clarity. Founded in 2011, our mission has always been to enrich lives by delivering cutting‑edge, user‑friendly solutions that foster independence and connection. From real‑time phone captioning to AI‑driven conversation guidance, we blend advanced speech‑recognition, human captioning, and intuitive product design to create experiences that matter.

At brighthush, we believe that technology should be a bridge, not a barrier. Our culture is built on integrity, accountability, collaboration, service, and quality—values that guide every decision, product, and interaction. We are a remote‑first organization that celebrates diversity, encourages continuous learning, and rewards innovation.

Why Join brighthush?

• Work from anywhere in the United States—our entire team is distributed, giving you the flexibility to balance life and work.
• Be part of a mission‑driven company that directly improves the quality of life for millions of seniors and hard‑of‑hearing individuals.
• Collaborate with world‑class engineers, product managers, and customer success leaders who are passionate about building inclusive technology.
• Enjoy a competitive salary range of $67,000–$84,000, complemented by a comprehensive benefits package that includes health, dental, vision, 401(k) matching, generous paid time off, and continuous learning stipends.
• Advance your career through structured mentorship, cross‑functional projects, and access to industry conferences.
• Participate in a culture that values transparency, feedback, and the relentless pursuit of excellence.
• Receive a flexible work‑from‑home stipend to set up a productive home office.
• Benefit from a robust employee assistance program (EAP) that supports mental health and well‑being.

About the Role

As the Senior Quality Enablement Partner – Customer Experience & Real‑Time AI Coaching Specialist, you will be the linchpin that connects our contact center’s operational excellence with the next generation of AI‑powered coaching. You’ll own the end‑to‑end journey of quality enablement, from designing AI playbooks to translating data insights into actionable coaching that elevates every agent’s performance. Your work will directly influence how millions of customers experience our products, ensuring that every interaction is clear, compliant, and compassionate.

Key Responsibilities

• Design & Optimize AI Coaching Playbooks: Build, configure, and continuously refine Balto playbooks, prompts, and agent‑assist features to deliver real‑time guidance that enhances clarity, empathy, and compliance.
• Partner with Supervisors & Agents: Conduct on‑call coaching sessions, identify improvement opportunities, and ensure every interaction meets our high standards.
• Lead AI‑Enabled Quality Scoring: Develop and refine automated scoring models that balance fairness, accuracy, and alignment with evolving business priorities.
• Data‑Driven Impact Analysis: Track, analyze, and report on the influence of Balto and other quality initiatives on CSAT, NPS, compliance, and agent productivity.
• Develop Quality Dashboards: Create scorecards, rubrics, and dashboards that blend AI insights with traditional QA methods, making data accessible to all stakeholders.
• Equip Supervisors with Coaching Frameworks: Provide actionable insights and coaching templates that drive measurable improvements in team performance.
• Facilitate Calibration & Knowledge Sharing: Lead calibration sessions, feedback loops, and cross‑team workshops to promote consistency and transparency.
• Collaborate with Ops & Continuous Improvement: Work closely with Operational Excellence and Continuous Improvement teams to close skill gaps, refine processes, and elevate coaching standards.
• Champion a Culture of Data‑Driven Improvement: Advocate for technology‑enabled quality practices that benefit both agents and customers.
• Additional Duties: Perform other related tasks as assigned, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent (a bachelor’s degree is a plus).
• Minimum of 3 years of experience in contact center quality assurance, operations, training, or performance management.
• Hands‑on experience implementing and managing Balto or a comparable real‑time conversation‑guidance platform.
• Proficiency in speech analytics, playbook design, AI‑driven QA processes, and automated scoring.
• Strong analytical and storytelling skills—able to translate data into compelling narratives and actionable plans.
• Exceptional collaboration and communication abilities, with a proven track record of influencing without authority.
• High emotional intelligence and empathy for agents, supervisors, and leadership stakeholders.
• Proficiency in Microsoft Excel, data‑visualization tools, and performance‑tracking systems.
• Experience with Microsoft Teams, Slack, and other virtual collaboration tools.
• Self‑starter with strong organizational and time‑management skills; able to juggle multiple priorities in a fast‑paced environment.
• Demonstrated discretion, sound judgment, and the ability to maintain confidentiality.
• Willingness to work flexible hours as needed to support a global customer base.
• Authorized to work in the United States without the need for visa sponsorship.

Preferred Qualifications

• Prior experience as a contact center supervisor or in a supervisory capacity.
• Familiarity with compliance requirements such as HIPAA and FCC regulations (now represented by brighthush standards).
• Knowledge of Lean, Six Sigma, or other continuous‑improvement methodologies.
• Experience providing quality analysis or enablement support in a contact center environment.

Skills & Competencies

• Expertise in real‑time AI coaching platforms and quality assurance frameworks.
• Strong analytical mindset with proficiency in data visualization and reporting.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Ability to influence and inspire change without direct authority.
• High emotional intelligence and a genuine passion for helping others succeed.
• Adaptability to evolving technologies, processes, and business priorities.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Quality Enablement Partner, you will:

• Lead cross‑functional initiatives that span product, engineering, and customer success, giving you a holistic view of the business.
• Participate in mentorship programs where senior leaders share insights and guidance.
• Attend industry conferences and workshops to stay ahead of emerging trends in AI, speech analytics, and customer experience.
• Earn certifications in quality assurance, AI ethics, and continuous improvement methodologies.
• Take ownership of projects that can be scaled across multiple regions, positioning you for future leadership roles.
• Access to an internal learning platform that offers courses on data science, AI ethics, and advanced analytics.
• Opportunity to contribute to white‑paper publications and thought‑leadership content for the broader industry.

Work Environment & Culture

brighthush is proud to be a remote‑first company that values flexibility, collaboration, and innovation. Our team members enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A culture of open feedback, where ideas are welcomed and celebrated.
• Access to cutting‑edge tools and technologies that empower you to do your best work.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Monthly “Ask Me Anything” sessions with founders and executives.
• Peer‑to‑peer recognition programs that highlight everyday wins.
• Annual retreats (virtual or in‑person) that foster deeper connections across the organization.

Compensation & Benefits

We offer a competitive base salary ranging from $67,000 to $84,000, depending on experience and qualifications. In addition, you will receive:

• Health, dental, and vision insurance plans with generous coverage.
• 401(k) plan with company matching to help you build a secure financial future.
• Paid time off (PTO) that grows with tenure, plus paid holidays and sick leave.
• Annual learning stipend to support courses, certifications, or conferences.
• Flexible work‑from‑home stipend to set up a productive home office.
• Employee assistance program (EAP) for mental health and well‑being support.
• Regular wellness initiatives, including virtual fitness classes and mindfulness sessions.
• Performance bonuses tied to company and individual metrics.
• Stock‑option program that allows you to share in the company’s long‑term success.

How to Apply

Ready to make a tangible impact on the lives of millions while advancing your career in a dynamic, mission‑driven environment? Click the link below to submit your application and join the brighthush family.