Customer Success Quality & Performance Lead

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Manage the assessment of calls, chats, and bot interactions through AI scoring for all interactions, supplemented by calibrated human evaluations.

• Create and continually validate outcome-focused QA criteria and scorecards in relation to conversion, retention, upselling, and CSAT results.

• Take ownership of, revise, test, and enhance sales, retention, upsell, and support scripts as well as bot flows, utilizing insights from QA and performance data.

• Set up and calibrate AI scoring, establish human-review sampling, conduct calibration sessions, and ensure alignment between AI and human assessments.

• Transform QA insights into targeted coaching and training for Sales and Support teams, monitoring the impact on agent performance and business outcomes.

• Lead the newcomer mentoring program in Support, which includes upsell mentoring and progress evaluation.

• Manage the grading system for Sales and Support agents, integrating outcome KPIs with QA scores.

• Communicate trends and areas for improvement to Client Operations leadership while updating QA standards as products, offers, processes, and bots develop.

⛳️ Requirements

• Minimum of 4 years in Quality Assurance, Customer Experience, or Operations leadership, covering both Sales (Primary/Secondary) and Customer Support sectors.

• Demonstrated success in working with AI-driven Conversation Intelligence platforms to set up automated scoring for all interaction volumes, alongside traditional human sampling and calibration techniques.

• Strong background in data analytics with the capability to connect process-level QA metrics directly to Conversion Rates, Retention Rates, Upsell/Expansion Revenue, and CSAT/NPS.

• Hands-on experience in designing, A/B testing, version-controlling, and refining human sales/support scripts as well as automated chatbot/voicebot conversational flows.

• Extensive expertise in developing targeted coaching programs, facilitating newcomer onboarding/mentoring frameworks, and creating clear performance-grading models that integrate behavioral metrics with output KPIs.

• Experience in reporting to and influencing Operations Leadership, product teams, and frontline managers to implement continuous improvement cycles.

🏝️ Benefits

• Opportunities for professional growth and career progression.

• A diverse and supportive team culture that encourages creativity and innovation.

• A flexible work environment that allows for remote work.