Senior Quality Enablement Partner – Customer Experience & Real‑Time AI Coaching Specialist (Remote, Full‑Time)
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 providing 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.
Key Responsibilities
As the Quality Enablement Partner – Customer Experience, you will be the subject‑matter expert who drives continuous improvement across our contact center. Your work will directly influence agent performance, customer satisfaction, and the overall quality of our real‑time AI coaching tools.
- Design, configure, and optimize Balto playbooks, prompts, and agent‑assist features to deliver real‑time guidance that elevates customer interactions.
- Partner with supervisors and agents to identify opportunities for instant coaching, ensuring that every call meets our high standards of clarity, empathy, and compliance.
- Lead the development and refinement of AI‑enabled quality scoring, ensuring fairness, accuracy, and alignment with evolving business priorities.
- Track, analyze, and report on the impact of Balto and other quality initiatives on key metrics such as CSAT, NPS, compliance, and agent productivity.
- Create and maintain quality scorecards, rubrics, and dashboards that blend AI insights with traditional QA methods.
- Equip supervisors with actionable insights and coaching frameworks that drive measurable improvements in team performance.
- Facilitate calibration sessions, feedback loops, and cross‑team knowledge sharing to promote consistency and transparency.
- Collaborate with Operational Excellence and Continuous Improvement teams to close skill gaps, refine processes, and elevate coaching standards.
- Champion a culture of data‑driven, technology‑enabled improvement that benefits both agents and customers.
- Perform additional duties 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
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