Customer Success Quality & Performance Lead

Novakid School is a next-generation early English learning platform that helps children worldwide learn English efficiently through play and fully remote practice with experienced certified teachers. The platform uses AI-powered games and training apps based on authentic English content, supported by expertise in children's psychology and learning methods.

• Oversee the evaluation of calls, chats, and bot-led conversations using AI scoring across 100% of interactions, supported by calibrated human review;
• Design and continuously validate 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 based on QA insights and performance data;
• Configure and calibrate AI scoring, define human-review sampling, run calibration sessions, and maintain reliable agreement between AI and human evaluations;
• Turn QA findings into targeted coaching and training for Sales and Support teams while tracking their 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 key trends and improvement opportunities to Client Operations leadership;
• Continuously refine QA standards as products, offers, processes, and bots evolve.

• 4+ Years in Quality Assurance, Customer Experience, or Operations leadership across both Sales and Customer Support environments;
• Proven experience with AI-driven Conversation Intelligence platforms, including automated scoring across 100% of interaction volume and human sampling and calibration;
• Strong data analytics background with the ability to link QA metrics to Conversion Rate, Retention Rate, Upsell/Expansion Revenue, and CSAT/NPS;
• Experience designing, A/B testing, version-controlling, and refining human sales/support scripts and automated chatbot/voicebot conversational flows;
• Expertise in building targeted coaching programs, newcomer onboarding and mentoring frameworks, and performance-grading models that combine behavioral metrics with output KPIs;
• Experience reporting to and influencing Operations Leadership, product teams, and front-line managers to execute continuous improvement loops.

• Professional development and career advancement opportunities;
• Collaborative culture with a diverse and supportive team;
• Flexible work environment.