Customer Success Quality & Performance Lead

Enfint; Deutschland; Hybrid; EUR 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Professional development opportunities

Collaborative culture

Flexible work environment

Zusammenfassung

Novakid School is seeking a QA/Operations leader to drive AI-assisted evaluation of sales and support interactions. You will design scorecards, calibrate AI with human review, and translate QA insights into coaching that improves conversion, retention and CSAT.

You will also mentor newcomers and shape agent performance metrics. The role demands 4+ years in QA or CX leadership, experience with AI-powered scoring, and strong data analytics to link QA to business outcomes.

Qualifikationen

• 4+ years in QA, CX, or Operations leadership across Sales and Support.
• Proven experience with AI-driven conversation intelligence and full-volume scoring.

Aufgaben

• Oversee evaluation of calls, chats, and bot conversations using AI scoring across all interactions.
• Design and validate QA criteria and scorecards against conversion, retention, upsell, and CSAT results.
• Own, version, test, and improve sales, retention, upsell, and support scripts and bot flows based on QA insights and performance data.
• Configure and calibrate AI scoring, define human-review sampling, run calibration sessions, and maintain reliable agreement between AI and human evaluations.
• Turn QA findings into targeted coaching and training for Sales and Support teams while tracking their impact on agent behavior and business results.
• Own the newcomer mentoring program in Support, including upsell mentoring and progress assessment.
• Own the grading system for Sales and Support agents, combining outcome KPIs with QA scores.
• Report key trends and improvement opportunities to Client Operations leadership.
• Continuously refine QA standards as products, offers, processes, and bots evolve.

Kenntnisse

QA leadership

Data analytics

Performance coaching

A/B testing

Process optimization

Tools

AI Conversation Intelligence platforms

Jobbeschreibung

Novakid School is a next-generation early English learning platform that helps children worldwide learn English efficiently through play and fully remote practice with experienced certified teachers. The platform uses AI-powered games and training apps based on authentic English content, supported by expertise in children's psychology and learning methods.

Задачи:

• Oversee the evaluation of calls, chats, and bot-led conversations using AI scoring across 100% of interactions, supported by calibrated human review
• Design and continuously validate QA criteria and scorecards against conversion, retention, upsell, and CSAT results
• Own, version, test, and improve sales, retention, upsell, and support scripts and bot flows based on QA insights and performance data
• Configure and calibrate AI scoring, define human-review sampling, run calibration sessions, and maintain reliable agreement between AI and human evaluations
• Turn QA findings into targeted coaching and training for Sales and Support teams while tracking their impact on agent behavior and business results
• Own the newcomer mentoring program in Support, including upsell mentoring and progress assessment
• Own the grading system for Sales and Support agents, combining outcome KPIs with QA scores
• Report key trends and improvement opportunities to Client Operations leadership
• Continuously refine QA standards as products, offers, processes, and bots evolve

Требования:

• 4+ Years in Quality Assurance, Customer Experience, or Operations leadership across both Sales and Customer Support environments
• Proven experience with AI-driven Conversation Intelligence platforms, including automated scoring across 100% of interaction volume and human sampling and calibration
• Strong data analytics background with the ability to link QA metrics to Conversion Rate, Retention Rate, Upsell/Expansion Revenue, and CSAT/NPS
• Experience designing, A/B testing, version-controlling, and refining human sales/support scripts and automated chatbot/voicebot conversational flows
• Expertise in building targeted coaching programs, newcomer onboarding and mentoring frameworks, and performance-grading models that combine behavioral metrics with output KPIs
• Experience reporting to and influencing Operations Leadership, product teams, and front-line managers to execute continuous improvement loops

Условия:

• Professional development and career advancement opportunities
• Collaborative culture with a diverse and supportive team
• Flexible work environment