Requirements

What you bring…

• 4+ years in Quality Assurance, Customer Experience, or Operations leadership spanning both Sales (Primary/Secondary) and Customer Support environments.
• Proven track record working with AI-driven Conversation Intelligence platforms to configure automated scoring across 100% of interaction volume, alongside traditional human sampling/calibration methodologies.
• Strong data-analytics background with demonstrated ability to link process-level QA metrics directly to bottom-line business metrics (Conversion Rate, Retention Rate, Upsell/Expansion Revenue, and CSAT/NPS).
• Practical experience designing, A/B testing, version-controlling, and refining both human sales/support scripts and automated chatbot/voicebot conversational flows.
• Deep expertise building targeted coaching programs, running newcomer onboarding/mentoring frameworks, and establishing transparent performance-grading models that blend behavioral metrics with output KPIs.
• Experience reporting to and influencing Operations Leadership, product teams, and front-line managers to execute continuous improvement loops.

What Success Looks Like…

• QA scores reliably predict conversion, retention, upsell, and CSAT.
• AI evaluates 100% of conversations, while human review ensures accuracy and supports coaching.
• Scripts and bot flows are continuously tested and improved based on measurable impact.
• Coaching and training produce measurable improvements in behavior and business outcomes.
• Upsell grows without negatively affecting CSAT or retention.
• Agent grades are transparent, trusted, and correlate with real performance.

We Offer…

• Make an impact: Improve the lives of children around the world.
• Grow with us: Opportunities for professional development and career advancement.
• Thrive in a collaborative culture: Join a diverse and supportive team that values creativity and innovation.
• Flexible work environment: Enjoy the freedom to work remotely.