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looker salesforce zendesk ada forethought📋 Description
- Own the design and continuous improvement of QA frameworks for omnichannel support
- Lead knowledge base strategy in Zendesk with audits and refresh cadence
- Drive Sierra AI deflection strategy by analyzing data and improving AI delivery
- Partner with BPO training teams to design and monitor quality and AI training
- Build architecture linking QA inputs to training outputs and knowledge base
- Manage a 2–3 person team for execution and continuous improvement
🎯 Requirements
- 7+ years in CX; 4+ years in quality, training, enablement, or knowledge mgmt
- Experience owning CX quality at scale (100+ agents), omnichannel
- Hands-on AI deflection with tools like Sierra, Ada, Forethought
- Strong fluency with CX platforms: Salesforce, Zendesk Guide/Support
- Experience with QM platforms: Maestro QA, Klaus, Playbox, Stella Connect
- Excellent writing for compliance-ready content, with minimal legal review
🎁 Benefits
- Competitive compensation and equity
- Your choice of work computer
- Flexible paid time off
- Comprehensive healthcare incl. dependents
- One Medical access with FSA option
- 20 weeks parental leave for primary caregiver
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