Customer Success Quality & Performance Lead (Remote)
We're Novakid School, the next-generation early English learning platform that allows kids around the world to learn English efficiently, through play and fully remote practice with experienced certified teachers.
Think cutting edge technology like AI-powered games and training apps that promote English speaking and comprehension based on the use of authentic content in English language. Think certified professionals with years and decades of expertise in children's psychology and learning methods.
Role Summary…
This Role owns the quality and continuous improvement of human- and AI-led conversations across Primary Sales, Secondary Sales, and Customer Support.
The role builds a QA system that is proven to correlate with business outcomes—conversion and revenue for Sales, and retention, upsell, and CSAT for Support—and translates insights into stronger scripts, bot flows, coaching, training, and agent performance standards.
Key Responsibilities…
- Conversation QA: Oversee the evaluation of calls, chats, and bot-led conversations using AI scoring across 100% of interactions, supported by calibrated human review.
- Outcome-based QA framework: Design and continuously validate QA criteria and scorecards against actual conversion, retention, upsell, and CSAT results—not assumptions or compliance alone.
- Script and bot-flow ownership: Own, version, test, and improve sales, retention, upsell, and support scripts and bot flows based on QA insights and performance data.
- AI and human assessment: Configure and calibrate AI scoring, define human-review sampling, run calibration sessions, and maintain reliable agreement between AI and human evaluations.
- Training and coaching: Turn QA findings into targeted coaching and training for Sales and Support teams, while tracking their impact on agent behavior and business results.
- Mentoring: Own the newcomer mentoring program in Support, including upsell mentoring and progress assessment.
- Agent grading: Own the grading system for Sales and Support agents, combining outcome KPIs with QA scores to reflect both what agents deliver and how they deliver it.
- Reporting and improvement: Report key trends and improvement opportunities to Client Operations leadership and continuously refine QA standards as products, offers, processes, and bots evolve.
What you bring…
4+ years in Quality Assurance, Customer Experience, or Operations leadership spanning both Sales (Primary/Secondary) and Customer Support environments.
Proven track record working with AI-driven Conversation Intelligence platforms to configure automated scoring across 100% of interaction volume, alongside traditional human sampling/calibration methodologies.
Strong data-analytics background with demonstrated ability to link process-level QA metrics directly to bottom-line business metrics (Conversion Rate, Retention Rate, Upsell/Expansion Revenue, and CSAT/NPS).
Practical experience designing, A/B testing, version-controlling, and refining both human sales/support scripts and automated chatbot/voicebot conversational flows.
Deep expertise building targeted coaching programs, running newcomer onboarding/mentoring frameworks, and establishing transparent performance-grading models that blend behavioral metrics with output KPIs.
Experience reporting to and influencing Operations Leadership, product teams, and front-line managers to execute continuous improvement loops.
What Success Looks Like…
- QA scores reliably predict conversion, retention, upsell, and CSAT.
- AI evaluates 100% of conversations, while human review ensures accuracy and supports coaching.
- Scripts and bot flows are continuously tested and improved based on measurable impact.
- Coaching and training produce measurable improvements in behavior and business outcomes.
- Upsell grows without negatively affecting CSAT or retention.
- Agent grades are transparent, trusted, and correlate with real performance.
We Offer…
- Make an impact: Improve the lives of children around the world.
- Grow with us: Opportunities for professional development and career advancement.
- Thrive in a collaborative culture: Join a diverse and supportive team that values creativity and innovation.
- Flexible work environment: Enjoy the freedom to work remotely
