Hey SanaWe actually recently and currently going through the same thing. We used to call these ppl QAs back when we were just a support team but have evolved their responsibilities as we grew it into CSMs and Onboarding roles. The way we approach it is as if they are internal coaches. We developed a list of skills the team needs to have and we put together a whole training curriculum with exercises, have tools to review live calls, and try to get them the tools and softwares they need to run consistent calls with clients.
Really the enablement team is an extension of myself to train the team on our customer interaction philosophies and then they strategize how we can ingrain that philosophy into their roles like its second nature for the reps.
So if I were starting all over the biggest thing that helped us get through things is having a clear philosophy to teach and building frameworks around that. You dont need a call script but if you have a general engagement strategy that you want build it out so that its repeatable once you have that repeatable system it makes it wayyyy easier to build an enablement team around because theyre just helping support and coach to that philosophy then everything else starts falling into place as you figure out the heiarchy of team needs to meet that philosophy