Remote Customer Success Quality & Performance Lead

Novakid School; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-friendly

Career development

Collaborative culture

Impact on education

Job summary

Novakid School is seeking a Senior Quality Assurance leader to own the QA of human- and AI-led conversations across Primary Sales, Secondary Sales, and Customer Support. You will build an AI-enabled QA system that links insights to conversions, retention, and CSAT, while shaping scripts, bot flows, coaching, and performance standards.

You will design outcome-based QA criteria, calibrate AI scoring with human review, mentor new Support staff, and report trends to Operations leadership as products

Qualifications

• 4+ years in QA, CX, or operations leadership across Sales and Support.
• Experience with AI-driven conversation intelligence and automated scoring.
• Strong data analytics linking QA metrics to business metrics.
• Experience designing coaching programs and onboarding.
• Ability to report to operations leadership and collaborate with product teams.

Responsibilities

• Oversee QA of calls, chats, and bot conversations with AI scoring.
• Design and validate outcome-based QA criteria and scorecards.
• Own scripts and bot-flows for sales, retention, upsell, and support.
• Configure and calibrate AI scoring, define human-review sampling.
• Turn QA findings into targeted coaching and training for Sales and Support teams.
• Mentor newcomer onboarding/mentoring framework in Support.
• Own the grading system for Sales and Support agents, combining KPIs with QA scores.
• Report trends and improvement opportunities to Operations leadership.

Skills

Quality Assurance

Customer Experience

Operations leadership

Data analytics

AI scoring

Tools

Conversation Intelligence platforms

Job description

Novakid School is seeking a Senior Quality Assurance leader to own the QA of human- and AI-led conversations across Primary Sales, Secondary Sales, and Customer Support. You will build an AI-enabled QA system that links insights to conversions, retention, and CSAT, while shaping scripts, bot flows, coaching, and performance standards.

You will design outcome-based QA criteria, calibrate AI scoring with human review, mentor new Support staff, and report trends to Operations leadership as products