Quality & Enablement Manager
Lace
Get more replies from employers
Send a job-specific resume in minutes.
Job summary
Lace is a GenAI startup delivering AI-powered call center solutions for home services. We seek a Quality & Enablement Manager to own call quality, anomaly detection, and performance reporting, partnering with product, ops, and CS to onboard new accounts and optimize call flows.
This remote/hybrid role in the United States emphasizes data-driven insights, scripting, and continuous improvement to enhance customer experiences and business outcomes.
Qualifications
- 3+ years in a call center quality, operations, or performance role.
- Experience listening to, scoring, and analyzing customer calls at scale.
- Strong understanding of call flows, scripting, and customer journey design.
- Comfort working with call analytics, QA platforms, or AI-driven conversation tools.
- Exceptional attention to detail with the ability to spot subtle issues and patterns.
- Strong written and verbal communication skills—able to clearly explain findings and recommendations.
- Experience in home services or appointment-based sales environments.
- Familiarity with AI voice agents, conversational AI, or automation tools.
- Experience supporting client onboarding or implementations.
Responsibilities
- Call Quality Monitoring & Anomaly Detection across human and AI-assisted calls.
- Produce regular quality reports for internal leadership and translate findings into actionable insights.
- Track quality improvements and measure impact on KPIs such as booking rate, abandonment rate, call duration, and FCR.
- Partner with CS and Operations during new client onboarding and inform script design.
- Define qualification questions, objection-handling frameworks, and booking logic; validate flows before and after launch.
Skills
Tools
Job description
Contact Center Operations
We are a well-funded GenAI startup leading the way in AI-driven innovations. Our cutting-edge AI solutions are revolutionizing the Home Services industry. As we continue to scale rapidly, we are looking for a Quality and Enablement Manager to join our team and play a critical role in ensuring our customers' success and satisfaction.
As a Quality and Enablement Manager, you will be responsible for ensuring exceptional call quality, operational consistency, and continuous improvement across our live contact center and AI-enabled call flows. This role owns call listening, quality evaluation, anomaly detection, and performance reporting while partnering closely with internal teams and clients to onboard new accounts, design scripts, and optimize call flows.
This is a highly cross-functional role that blends quality assurance, analytics, coaching enablement, and implementation support - ideal for someone who thrives in an AI-first, data-driven environment.
Call Quality Monitoring & Anomaly Detection
- Listen to and evaluate inbound and outbound calls (human and AI-assisted) to ensure adherence to quality standards, scripts, and brand voice
- Identify and document anomalies such as:
- Script deviations
- Missed booking opportunities
- Compliance risks
- AI hallucinations or mis-routing
- Inconsistent customer experiences
- Surface recurring issues, trends, and root causes using structured reporting and call analytics tools
- Maintain and evolve quality scorecards aligned to business outcomes (e.g., booking rate, resolution rate, compliance)
Reporting & Insights
- Produce regular quality reports for internal leadership
- Translate call findings into clear, actionable insights (what’s happening, why it matters, what to fix)
- Track quality improvements over time and measure impact on KPIs such as:
- Booking rate
- Abandonment rate
- Call duration
- First-call resolution
Client Onboarding & Implementation Support
- Partner with Customer Success and Operations during new client onboarding
- Review client call recordings, intake processes, and service offerings to inform script design
- Help define:
- Qualification questions
- Objection-handling frameworks
- Booking logic and guardrails
- Validate call flows before and after launch to ensure readiness and performance
- Serve as a quality subject-matter expert during pilot phases and early-life optimization
- 3+ years in a call center quality, operations, or performance role
- Experience listening to, scoring, and analyzing customer calls at scale
- Strong understanding of call flows, scripting, and customer journey design
- Comfort working with call analytics, QA platforms, or AI-driven conversation tools
- Exceptional attention to detail with the ability to spot subtle issues and patterns
- Strong written and verbal communication skills—able to clearly explain findings and recommendations
- Experience in home services (HVAC, plumbing, electrical) or appointment-based sales environments
- Familiarity with AI voice agents, conversational AI, or automation tools
- Experience supporting client onboarding or implementations
- Comfort working cross-functionally with Product, Ops, Sales, and Customer Success
- Data-driven mindset with experience tying quality insights to business outcomes
Remote / Hybrid (U.S.-based preferred)
Our mission is to unlock revenue automation for businesses around the world. Lace is pioneering the next generation of AI-powered call center solutions, driving massive revenue gains for our customers.
Businesses in the home remodeling, HVAC, and Plumbing industries receive thousands of customer calls every day. Lace analyzes those calls and helps companies generate millions. We grew 2023 revenues 400% in the first 6 months of 2024.
- Join a rapidly growing company that is transforming industries and is at the forefront of AI innovation.
- Work in a collaborative, high-energy environment with a talented and passionate team.
- Competitive salary, equity options, and comprehensive benefits package.
- Opportunity to make a significant impact on our customers’ success and our company’s growth.
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
