Senior Performance and Training Specialist

About the Role
In this quality assurance and change validation role, you will serve as the control layer between how fast Customer Experience (CX) is scaling and what customers actually encounter. The main objective is to restore audit coverage to target capacity, involving the completion of monthly audits, ATA reviews, and sustained coaching targets across the full period. As the only role auditing both human and AI agents against the same standard, you will validate every new process before customer interaction and maintain vendor quality through the auditing of the auditors themselves. Your analyses will directly inform decisions regarding AI's increasing role in customer interactions.

You’ll Love This Role If You:

• Get suspicious of small samples and enjoy building cases that confirm or refute a hunch: data is your native language.
• Have a craftsperson's obsession with standards and the significance of