[Hiring] Quality Enablement Manager - Sales @ClearCaptions LLC

Role Description

The Quality Enablement Manager - Sales designs, implements, and optimizes a call center QA program that enhances customer experience, strengthens sales performance, and ensures operational excellence. This role uses AI tools, analytics, and structured coaching to drive performance and compliance, requiring deep knowledge of sales call dynamics, technology-enabled behavior change, and fast-paced cross-functional collaboration.

This is a Remote/Work from Home position reporting to the Sr. ISR Operations Manager.

What you will do:

• Quality Program Development & Leadership:
  • Design, launch, and manage a comprehensive QA program that supports organizational goals across remote and BPO teams.
  • Develop and maintain QA scorecards, evaluation rubrics, coaching frameworks, and standards aligned to brand voice and compliance requirements.
  • Lead cross-functional calibration sessions (QA, sales, training) to ensure consistent and accurate evaluations.
  • Partner with the Sr. Operations and Training Manager to translate Q&A findings into clear insights and recommendations that directly inform training, coaching process improvements, and strategic initiatives.
• AI & Technology Integration:
  • Own and optimize AI-powered coaching and analytics tools (e.g., Balto, Observe.AI, Call Miner), including specific department configuration, maintenance, and enhancement.
  • Configure real-time prompts, workflows, and agent guidance features to improve compliance, quality, and sales conversion.
  • Validate and refine AI scoring and detection accuracy; investigate discrepancies and adjust models, rules, or parameters as needed.
  • Partner with engineering, IT, leadership, and vendors to improve AI system performance and integrate new capabilities.
  • Convert AI-generated insights into actionable performance strategies and playbooks for supervisors, coaches, and training teams.
  • Monitor adoption, usage, and impact of AI tools, ensuring measurable ROI and recommending new technologies that improve QA, coaching, and customer experience.
• Performance Insights, Compliance & Risk Management:
  • Analyze quality trends, customer sentiment, interaction behaviors, and KPIs to identify opportunities, risks, and early warning signals of performance or compliance issues.
  • Maintain QA documentation, SOPs, and audit logs; conduct periodic audits to ensure adherence to regulatory, procedural, and compliance standards across all customer interactions.
  • Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team.
  • Continually upgrade talent through timely talent management, development, succession planning and recruitment.

Qualifications

• Bachelor’s degree in business or related discipline.
• 3+ years of Quality Assurance or management experience in inside sales, customer experience, or call center operations. 5 years preferred.
• Proven success in building, scaling, or transforming QA programs to meet organizational needs.
• Firsthand experience with AI speech guidance tools (Balto preferred), including configuration, prompt building, and analytics.
• Strong analytical skills with the ability to convert data into actionable performance insights.
• Demonstrated ability to operate effectively in a fast-paced, evolving environment.
• Experience with remote teams and/or BPO operations is a plus.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels.
• Strong analytical, planning and budgeting skills. Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours and travel (up to 10%); will include some overnight travel.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).

Physical Demands

• Employees may experience the following physical demands for extended periods of time:
• Sitting, standing and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment

• 100% Remote: Work environment is at home.

Compensation

$83,000 to $96,000/yr plus Inside Sales Team Bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

Equal Opportunity Employer

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience

At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:

• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.
• We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate.