Customer Success Quality & Performance Lead (Remote)

About the role

Novakid School is looking for a senior professional to own and continuously improve the quality of human‑ and AI‑driven conversations across sales and support. You will build a results‑focused QA system that directly influences conversion, revenue, retention and customer satisfaction.

Key responsibilities

• Oversee QA of calls, chats and bot interactions, applying AI scoring to 100% of contacts and calibrated human review.
• Design and validate outcome‑based QA frameworks linked to conversion, retention, upsell and CSAT metrics.
• Own, version, test and enhance sales, retention, upsell and support scripts and bot flows using QA insights.
• Configure AI scoring models, define human‑review sampling, run calibration sessions and ensure AI‑human agreement.
• Translate QA findings into targeted coaching, training and performance tracking for sales and support teams.
• Lead the newcomer mentoring program for support agents, including upsell mentoring.
• Develop a grading system that combines outcome KPIs with QA scores for agents.
• Report trends and improvement opportunities to Client Operations leadership and evolve QA standards as products and bots change.

Required profile

• 4+ years in Quality Assurance, Customer Experience or Operations leadership covering both sales and support.
• Proven experience with AI‑driven conversation intelligence platforms and calibrated human sampling.
• Strong data‑analytics background with a track record linking QA metrics to conversion, retention, upsell revenue and CSAT/NPS.

Required skills

• AI‑driven Conversation Intelligence platforms
• Data analytics
• A/B testing
• Version control for scripts and bot flows