Quality Enablement Partner - Customer Experience (100% Remote)

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.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Summary:

The Quality Enablement Partner – Customer Experience serves as the subject matter expert driving continuous improvement in contact center performance and customer experience. This role designs, implements, and enhances quality processes with a strong focus on Balto, leveraging its agent-assist tools, playbook development, and automated-scoring capabilities to improve real-time performance.

Acting as a strategic partner to Contact Center Supervisors, the Quality Enablement Partner provides insights, frameworks, and tools that empower teams to deliver high-quality service. This is a strategic and tactical enablement position dedicated to ensuring agents have the guidance, support, and feedback needed to succeed. As a quality subject matter expert, the Quality Enablement Partner collaborates closely with operational leaders to strengthen coaching effectiveness, calibration consistency, and data-driven decision-making that elevate overall performance.

What This Role Does:

• Serves as the hands-on subject matter expert for Balto, leading the design, configuration, and optimization of playbooks, prompts, and agent-assist tools.
• Partners with agents and supervisors to identify opportunities for real-time guidance that enhances support outcomes and customer experience.
• Manages and continuously refines artificial intelligence (AI)-enabled quality-scoring processes, ensuring accuracy, fairness, and alignment with evolving business needs.
• Tracks and reports the impact of Balto and quality initiatives on customer satisfaction, compliance, and agent performance.
• Develops and maintains quality scorecards, rubrics, and reporting frameworks that integrate AI insights with traditional quality-assurance (QA) methods.
• Equips supervisors with clear, actionable quality insights to improve coaching effectiveness and team performance.
• Acts as a peer consultant and strategic partner to Supervisors, jointly accountable for achieving cohort-level quality results.
• Facilitates calibration sessions and feedback loops to drive consistency, transparency, and shared learning across teams.
• Supports supervisors in delivering effective, consistent coaching by providing frameworks and resources that build confidence and alignment.
• Analyzes quality trends and agent feedback to identify performance barriers and recommend process improvements.
• Collaborates with Operational Excellence teams to address skill gaps, refine processes, and elevate coaching standards.
• Champions a culture of continuous improvement, leveraging data and technology to enhance both the agent and customer experience.
• Performs other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required.
• A minimum of three (3) years of experience in contact center quality assurance, operations, training, or performance management is required.
• Direct experience implementing and managing Balto or similar real-time conversation-guidance or agent-assist platforms.
• Hands-on experience with speech analytics, playbook design, AI-driven quality-assurance processes, and automated scoring.
• Exceptional collaboration and communication skills, with the ability to work as a peer partner with supervisors and agents.
• Strong analytical and storytelling skills, with the ability to analyze data, interpret trends, and translate quality metrics into compelling narratives and actionable plans.
• Exceptional interpersonal and communication skills, with the ability to influence without authority.
• Comfortable operating in a fast-paced environment with shifting priorities.
• High emotional intelligence and empathy for agents and leadership stakeholders.
• Proficiency in Microsoft Excel, data-visualization tools, and performance-tracking systems.
• Strong alignment with organizational values and a commitment to continuous improvement.
• Excellent presentation, and problem-solving skills.
• Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results.
• Self-starter with strong organizational and time-management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred:

• Contact Center Supervisor experience.
• Familiarity with compliance requirements in customer communications, such as the Health Insurance Portability and Accountability Act (HIPAA) and Federal Communications Commission (FCC) requirements.
• Knowledge of continuous-improvement methodologies, such as Lean or Six Sigma.
• Prior experience providing quality analysis or enablement support in a contact center environment.

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is at home.

Compensation:

$67,000 to $84,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience

At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:

• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.

We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.

We’re committed to a hiring process that is respectful, secure, and clear every step of the way.