Customer Success Quality & Performance Lead

Job not on LinkedIn

🔥 0 minutes ago

🇷🇸 Serbia – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Novakid Inc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

📚 Education

👥 B2C

Education • Ecommerce • B2C

Novakid Inc. is an online English school designed specifically for children aged 4 to 12. The platform offers interactive lessons centered around language immersion with native-speaking teachers, tailored to align with European educational standards. Featuring various age-appropriate programs, speaking groups, and engaging learning materials, Novakid emphasizes a fun learning environment to build confidence and fluency in English for young learners globally.

📋 Description

• Oversee evaluation of calls, chats, and bot-led conversations using AI scoring across 100% of interactions, supported by calibrated human review • Design and continuously validate outcome-based QA criteria and scorecards against conversion, retention, upsell, and CSAT results • Own, version, test, and improve sales, retention, upsell, and support scripts and bot flows using QA insights and performance data • Configure and calibrate AI scoring, define human-review sampling, run calibration sessions, and maintain agreement between AI and human evaluations • Turn QA findings into targeted coaching and training for Sales and Support teams, tracking impact on agent behavior and business results • Own the newcomer mentoring program in Support, including upsell mentoring and progress assessment • Own the grading system for Sales and Support agents, combining outcome KPIs with QA scores • Report trends and improvement opportunities to Client Operations leadership and refine QA standards as products, offers, processes, and bots evolve

🎯 Requirements

• 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 ability to link process-level QA metrics directly to Conversion Rate, Retention Rate, Upsell/Expansion Revenue, and CSAT/NPS • Practical experience designing, A/B testing, version-controlling, and refining 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 blending behavioral metrics with output KPIs • Experience reporting to and influencing Operations Leadership, product teams, and front-line managers to execute continuous improvement loops

🏖️ Benefits

• Opportunities for professional development and career advancement • Diverse and supportive team culture that values creativity and innovation • Flexible work environment with freedom to work remotely