Customer Success Quality & Performance Lead (AI)

Описание

Location: Remote, MoscowSalary: From $2,500 net per monthCompanyNovakid is an early English learning platform that provides children worldwide with fully remote, play-based lessons delivered by certified teachers.What you will doOwn quality evaluation for calls, chats, and bot-led conversations across Primary Sales, Secondary Sales, and Customer Support.Design and validate outcome-based QA criteria and scorecards linked to conversion, revenue, retention, upsell, and CSAT.Configure and calibrate AI scoring, define human-review sampling, and maintain consistency between AI and expert evaluations.Own the versioning, testing, and improvement of sales, retention, upsell, support scripts, and chatbot or voicebot flows.Convert QA findings into targeted coaching, training, onboarding, and newcomer mentoring programs.Maintain agent-grading systems and report improvement opportunities to Client Operations leadership.Requirements4+ years of experience in Quality Assurance, Customer Experience, or Operations leadership across both sales and customer support.Experience with AI-driven Conversation Intelligence platforms and automated scoring of 100% of interaction volume.Strong data-analytics skills, including connecting QA metrics with conversion, retention, upsell revenue, and CSAT or NPS.Experience designing, A/B testing, version-controlling, and refining employee scripts and automated conversational flows.Experience creating coaching, onboarding, and mentoring programs and performance-grading models combining behavioral metrics with output KPIs.Ability to influence Operations leadership, product teams, and front-line managers.Culture & BenefitsFlexible remote work environment.Opportunities for professional development and career advancement.Collaborative, diverse, and supportive international team culture.Opportunity to improve access to effective English learning for children worldwide.