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Performance & Paid Media Marketing Manager (Remote, USA)
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Quality Enablement Manager - Sales
United States
Full Remote
AI Summary
Design, implement, and optimize a call center QA program to enhance customer experience, strengthen sales performance, and ensure operational excellence. Utilize AI tools, analytics, and structured coaching to drive performance and compliance. Collaborate with cross-functional teams to achieve business goals.
Key Highlights
Quality Program Development & Leadership
AI & Technology Integration
Performance Insights, Compliance & Risk Management
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Key Responsibilities
Design, launch, and manage a comprehensive QA program that supports organizational goals across remote and BPO teams.
Develop and maintain QA scorecards, evaluation rubrics, coaching frameworks, and standards aligned to brand voice and compliance requirements.
Lead cross-functional calibration sessions (QA, sales, training) to ensure consistent and accurate evaluations.
Partner with the Sr. Operations and Training Manager to translate Q&A findings into clear insights and recommendations that directly inform training, coaching process improvements, and strategic initiatives.
Own and optimize AI-powered coaching and analytics tools (e.g., Balto, Observe.AI, Call Miner), including specific department configuration, maintenance, and enhancement.
Configure real-time prompts, workflows, and agent guidance features to improve compliance, quality, and sales conversion.
Validate and refine AI scoring and detection accuracy; investigate discrepancies and adjust models, rules, or parameters as needed.
Partner with engineering, IT, leadership, and vendors to improve AI system performance and integrate new capabilities.
Convert AI-generated insights into actionable performance strategies and playbooks for supervisors, coaches, and training teams.
Monitor adoption, usage, and impact of AI tools, ensuring measurable ROI and recommending new technologies that improve QA, coaching, and customer experience.
Analyze quality trends, customer sentiment, interaction behaviors, and KPIs to identify opportunities, risks, and early warning signals of performance or compliance issues.
Maintain QA documentation, SOPs, and audit logs; conduct periodic audits to ensure adherence to regulatory, procedural, and compliance standards across all customer interactions.
Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.
Continually upgrade talent through timely talent management, development, succession planning and recruitment.
Technical Skills Required
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Benefits & Perks
$83,000 to $96,000/yr plus Inside Sales Team Bonus
100% Remote Work
Comprehensive Benefits Program
Job Description
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
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