Remote Quality Enablement Partner, CX & Balto Expertise

ClearCaptions, LLC.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ClearCaptions, LLC. seeks a Quality Enablement Partner – Customer Experience to drive Balto-enabled quality improvements across the contact center.

You will design, implement, and optimize agent-assist tools, playbooks, and AI-driven scoring while partnering with supervisors to improve coaching and performance. This remote, US-based role focuses on delivering data-driven insights, calibration, and consistent coaching to elevate customer experiences and satisfaction.

Qualifications

• Minimum 3 years of contact center QA, operations, training, or performance management.
• Direct Balto or similar real-time guidance implementation experience.
• Hands-on with speech analytics, playbook design, AI-driven QA, automated scoring.
• Strong collaboration, communication, and analytical storytelling skills.

Responsibilities

• Design, configure, and optimize Balto playbooks, prompts, and agent‑assist tools.
• Identify real-time guidance opportunities with agents and supervisors.
• Manage AI-enabled quality scoring processes for accuracy and fairness.
• Track Balto impact and quality initiatives on satisfaction and performance.
• Develop quality scorecards, rubrics, and reporting with AI insights.
• Provide supervisors with actionable quality insights to coach effectively.
• Lead calibration sessions to drive consistency and learning.
• Analyze trends and agent feedback to recommend improvements.
• Collaborate with Operational Excellence to elevate coaching standards.
• Foster a culture of continuous improvement in agent and customer experience.

Skills

Balto experience

Quality assurance

Data storytelling

Excel

Data visualization

Collaboration

Communication

AI-driven QA

Education

High school diploma

Tools

Balto platform

Microsoft Teams

Slack

Job description

ClearCaptions, LLC. seeks a Quality Enablement Partner – Customer Experience to drive Balto-enabled quality improvements across the contact center.

You will design, implement, and optimize agent-assist tools, playbooks, and AI-driven scoring while partnering with supervisors to improve coaching and performance. This remote, US-based role focuses on delivering data-driven insights, calibration, and consistent coaching to elevate customer experiences and satisfaction.