Quality Assurance & AI Enablement Analyst

Camping World Holdings, Inc. • Englewood, CO

2d • Hybrid

About The Position

The Quality Assurance & AI Enablement Analyst is based in Englewood, CO and serves as a pivotal role within the Contact Center. This position is responsible for evolving our quality assurance from manual monitoring to data-driven sales enablement. Moving beyond traditional call scoring, this position is focused on "tuning" our AI-driven QA intelligence tools (Balto), analyzing conversation trends, and empowering leadership with actionable insights. This role acts as a strategic partner to Supervisors, providing the specific data and "coaching playlists" they need to help Agents drive revenue growth and ensure exceptional customer experiences. The ideal candidate is an analytical thinker with a background in contact center operations who understands the nuance of sales and service conversations. They possess a unique blend of technical aptitude – for managing AI syntax and logic – and interpersonal skills for facilitating calibration sessions with leadership. This individual does not just find problems; they curate solutions. They thrive in a metric driven environment and are dedicated to providing the tools necessary for the sales team to exceed premium generation and retention targets.

Requirements

• Experience: 3+ years of call center experience, preferably in a sales, membership, or client-facing environment.
• Work Environment Requirement: Ability to work a hybrid schedule (3 days in-office, 2 days remote) at the designated contact center.
• Technical Skills: Experience with QA or speech analytics platforms (e.g., Balto, Verint, NICE) strongly preferred.
• Intermediate proficiency in Excel (pivot tables, data analysis) and Microsoft Word required.
• Analytical Ability: Strong listening and analytical skills with the ability to synthesize data into clear, actionable insights for leadership.
• Communication Skills: Excellent verbal, written, and interpersonal communication skills; ability to deliver objective, constructive feedback across all levels of the organization.

Responsibilities

• AI System Optimization & Logic Management Own ongoing tuning of the AI Quality Assurance platform (e.g., Balto), including reviewing confidence scores, validating flagged interactions, and refining keyword logic to improve scoring accuracy.
• Maintain and optimize real-time agent guidance prompts to ensure alignment with current promotions, compliance requirements, and sales best practices.
• Identify and resolve false positives/negatives to improve system reliability and trust in performance data.
• Supervisor Enablement & Coaching Strategy Translate QA data into actionable, data-driven coaching insights for Supervisors and leadership (e.g., identifying gaps in key sales behaviors such as closing techniques).
• Develop and maintain “gold standard” call libraries that exemplify best-in-class performance for training and coaching purposes.
• Track and report on individual and team performance trends, enabling informed decisions around coaching and training initiatives.
• Calibration & Quality Standards Lead and facilitate regular calibration sessions with Supervisors and Managers to ensure alignment on quality standards and AI scoring methodology.
• Contribute to the design and continuous improvement of call monitoring frameworks, scorecards, and evaluation criteria.
• Compliance & Customer Insights Monitor calls for adherence to regulatory requirements, including state insurance regulations and internal Do Not Call (DNC) policies; escalate risks as needed.
• Analyze Voice of the Customer (VOC) feedback alongside AI-driven sentiment analysis to identify trends, unmet needs, and opportunities for improvement.
• Facilitate live calibration and strategy sessions with Sales Leadership to drive alignment on nuanced quality and scoring standards.
• Conduct side-by-side observations with agents to evaluate real-time AI guidance effectiveness and inform system tuning.
• Respond rapidly to emerging trends by participating in team huddles and adjusting AI prompts in real time.
• Collaborate directly with Supervisors to review complex calls and develop immediate, effective coaching strategies.

Benefits

• In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities.
• Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more!
• Part-time associates are offered access to dental & vision coverage!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed