Quality Assurance & AI Enablement Analyst

Job description

Overview The Quality Assurance & AI Enablement Analyst is based in Englewood, CO and serves as a pivotal role within the Contact Center. This position is responsible for evolving our quality assurance from manual monitoring to data-driven sales enablement. Moving beyond traditional call scoring, this position is focused on "tuning" our AI-driven QA intelligence tools (Balto), analyzing conversation trends, and empowering leadership with actionable insights. This role acts as a strategic partner to Supervisors, providing the specific data and "coaching playlists" they need to help Agents drive revenue growth and ensure exceptional customer experiences. Ideal Candidate: The ideal candidate is an analytical thinker with a background in contact center operations who understands the nuance of sales and service conversations. They possess a unique blend of technical aptitude – for managing AI syntax and logic – and interpersonal skills for facilitating calibration sessions with leadership. This individual does not just find problems; they curate solutions. They thrive in a metric driven environment and are dedicated to providing the tools necessary for the sales team to exceed premium ge...