{"id":2962569,"url":"https://alion.io/job/clearcaptions-quality-enablement-partner-customer-experience-100-remote","title":"Quality Enablement Partner - Customer Experience (100% Remote)","company":{"id":2107958,"name":"ClearCaptions","domain":"clearcaptions.com","url":"https://alion.io/company/clearcaptions","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":98,"open_postings":24,"ghost_share":0,"stale_share":0.083,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Sales","role_family":"Sales","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":129000,"period":"year","method":"global_role_seniority_cell","sample_n":4633},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-20T07:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-25T14:17:29Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Summary:\nThe 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.\n\nActing 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.\n\nWhat This Role Does:\nServes as the hands-on subject matter expert for Balto, leading the design, configuration, and optimization of playbooks, prompts, and agent-assist tools.\nPartners with agents and supervisors to identify opportunities for real-time guidance that enhances support outcomes and customer experience.\nManages and continuously refines artificial intelligence (AI)-enabled quality-scoring processes, ensuring accuracy, fairness, and alignment with evolving business needs.\nTracks and reports the impact of Balto and quality initiatives on customer satisfaction, compliance, and agent performance.\nDevelops and maintains quality scorecards, rubrics, and reporting frameworks that integrate AI insights with traditional quality-assurance (QA) methods.\nEquips supervisors with clear, actionable quality insights to improve coaching effectiveness and team performance.\nActs as a peer consultant and strategic partner to Supervisors, jointly accountable for achieving cohort-level quality results.\nFacilitates calibration sessions and feedback loops to drive consistency, transparency, and shared learning across teams.\nSupports supervisors in delivering effective, consistent coaching by providing frameworks and resources that build confidence and alignment.\nAnalyzes quality trends and agent feedback to identify performance barriers and recommend process improvements.\nCollaborates with Operational Excellence teams to address skill gaps, refine processes, and elevate coaching standards.\nChampions a culture of continuous improvement, leveraging data and technology to enhance both the agent and customer experience.\nPerforms other duties as assigned.\n\nWhat You Will Bring:\nA high school diploma or equivalent is required.\nA minimum of three (3) years of experience in contact center quality assurance, operations, training, or performance management is required.\nDirect experience implementing and managing Balto or similar real-time conversation-guidance or agent-assist platforms.\nHands-on experience with speech analytics, playbook design, AI-driven quality-assurance processes, and automated scoring.\nExceptional collaboration and communication skills, with the ability to work as a peer partner with supervisors and agents.\nStrong analytical and storytelling skills, with the ability to analyze data, interpret trends, and translate quality metrics into compelling narratives and actionable plans.\nExceptional interpersonal and communication skills, with the ability to influence without authority.\nComfortable operating in a fast-paced environment with shifting priorities.\nHigh emotional intelligence and empathy for agents and leadership stakeholders.\nProficiency in Microsoft Excel, data-visualization tools, and performance-tracking systems.\nStrong alignment with organizational values and a commitment to continuous improvement.\nExcellent presentation, and problem-solving skills.\nAbility 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.\nSelf-starter with strong organizational and time-management skills, self-directed and able to handle multiple priorities with demanding timeframes.\nDemonstrated ability to use discretion, make sound decisions, and maintain confidentiality.\nWillingness and ability to work flexible hours as needed.\nProficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).\nPreferred:\nContact Center Supervisor experience.\nFamiliarity with compliance requirements in customer communications, such as the Health Insurance Portability and Accountability Act (HIPAA) and Federal Communications Commission (FCC) requirements.\nKnowledge of continuous-improvement methodologies, such as Lean or Six Sigma.\nPrior experience providing quality analysis or enablement support in a contact center environment.\n\nPhysical Demands:\nIn 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.\n\nEmployees may experience the following physical demands for extended periods of time:\nSitting, standing, and walking (95-100%)\nKeyboarding (70-90%)\nViewing computer monitor, tablet, and cell phone requiring close vision (70-90%)\n\nWork Environment:\n100% Remote: Work environment is at home.","description_format":"text","description_chars":5662,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hearing Care & Audiology"],"lifecycle":[{"event":"open","at":"2026-10-20T23:17:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":172500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":49,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/clearcaptions-quality-enablement-partner-customer-experience-100-remote","json_url":"https://alion.io/job/clearcaptions-quality-enablement-partner-customer-experience-100-remote.json","meta":{"generated_at":"2026-10-25T17:44:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25337,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2107958},"rest":"https://alion.io/mcp/rest/get_company?id=2107958"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclearcaptions-quality-enablement-partner-customer-experience-100-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclearcaptions-quality-enablement-partner-customer-experience-100-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclearcaptions-quality-enablement-partner-customer-experience-100-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clearcaptions-quality-enablement-partner-customer-experience-100-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclearcaptions-quality-enablement-partner-customer-experience-100-remote"}]}