Experience Enablement & Development Lead
$70,000–$70,000 year
On-siteSanta Monica, California, United States
Job Summary
Operate and maintain the QA intelligence platform, keeping scoring models, rubrics, and calibration settings current as standards evolve. Run regular calibration sessions with internal and BPO teams to ensure consistent grading and coaching. Translate platform insights into actionable feedback, training content, and knowledge articles that close the loop from interactions to team decks. Design and build training curriculum for agents and leads, directly informed by quality and CSAT data, while partnering with BPO trainers to implement programs across outsourced teams. Surface workflow gaps and friction points to support process improvements that make days easier for agents and experiences better for HCPs. Build and maintain SOPs that reflect current work practices, and roll out new initiatives by embedding them into onboarding and standard operating procedures. Spot automation opportunities in existing tools and workflows, tracking projects from idea to impact. Work closely with Insights, Operations, Automation, and Workforce Management to connect quality findings to broader business needs and drive adoption.
Required Qualifications
- 3-5 years in a contact center, ecommerce, retail or similarly customer-facing environment
- 3-5 years in training, quality, education or CX program roles
- Comfort building training from scratch and facilitating it live
- An enablement instinct, when the numbers dip, you look for what's missing, more information, more training, a knowledge base fix, or one less step in the process
- The ability to run your own program day to day and know when to bring something up the chain
- Confidence in a room, cross-functional partners should walk away trusting you know your stuff
- Excellent verbal and written communication skills
- Extremely process oriented
- Thrives in a fast-paced, always-evolving environment
- Some weekends and holidays included
Desired Qualifications
- Bachelor's degree in a related field preferred
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