Senior Agent Enablement

Senior Agent Enablement & Vendor Operations Quality Lead Join to apply for the Senior Agent Enablement & Vendor Operations Quality Lead role at Super.com. Base Pay Range CA$67,000.00/yr – CA$99,000.00/yr About Super.com Super.com was started to help maximize lives – both the lives of customers and the lives of its team – so that everyone can experience all that life has to offer. For employees, it’s more than a job; it’s an opportunity to unlock potential, celebrate learning and realize impact. Super.com is a fast‑paced, high‑growth tech company that cares deeply about its people and takes career progression seriously. About This Team The Agent Enablement & Vendor Operations (AEVO) team is responsible for BPO partner success, agent enablement, escalation management, and cross‑functional collaboration. It is organized across Travel & Fintech verticals and maintains deep subject‑matter expertise while keeping flexibility. About This Role The Senior AEVO Quality Lead is a high‑impact IC that reports directly to the Senior Manager, Agent Enablement & Vendor Operations. The role evolves the quality strategy across Super.com’s outsourced BPO network and internal stakeholders, leading quality calibration initiatives, owning QA insight frameworks and partnering closely with vendors and internal AEVO specialists to drive performance through data. This role is ideal for someone who thrives on structure, loves diving into performance data, and is ready to shape and scale a best‑in‑class QA operation in a growing startup environment. What You’ll Be Working On Own and evolve QA methodologies across Super.com and BPO vendors, ensuring accuracy, fairness, and alignment with business priorities Partner with BPO QA teams and internal AEVO QA analysts to ensure scoring consistency, rubric adherence, and transparency Conduct and lead RCA (Root Cause Analysis) work to identify performance trends and training opportunities Maintain QA tools such as Loris.ai – including dashboard optimization, tag management, and calibration sets Support rubric governance and contribute to ongoing improvements aligned with CSAT, CES, and agent experience metrics Share QA‑driven insights regularly with the AEVO team, training, and cross‑functional stakeholders What We’re Looking For 3+ years of experience in a BPO or contact center environment 1+ year of experience in a Quality Assurance role Experience partnering directly with BPO QA teams or managing QA programs across vendor networks Familiarity with QA tools such as Loris.ai, Maestro QA, Observe.AI, or similar Data‑driven mindset with strong analytical skills, comfortable with Excel, Google Sheets, or dashboard tools Experience with RCA frameworks, CSAT/CES/NPS performance interpretation, and coaching alignment Excellent written communication skills and documentation hygiene Comfortable working cross‑functionally with Agent Enablement, Training, Communications, Strategic Operations, etc. Bonus Points For SaaS or startup environment experience preferred Experience in travel/hospitality or fintech industries preferred Experience with QA or CX tooling integrations across platforms Familiarity with documentation tools such as Guru, Notion, or Confluence Quality process improvement certifications (e.g. Lean Six Sigma, COPC) are a bonus Benefits Remote‑First Flexibility: Work from anywhere in the world and choose the hours that suit you best Unlimited PTO, company‑wide recharge days, and annual team offsites Weekly UberEats credits and travel discounts on SuperTravel to enjoy the little things Family‑Friendly Benefits: generous parental leave and a flexible return‑to‑work plan Competitive salary, equity options, and top‑tier benefits starting on day one Wellness budgets, personal development funds, and team‑level learning resources Other Information The role is a full‑time position. We are an equal‑opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations are available on request for candidates taking part in all aspects of the selection process. Contact: talent@super.com #J-18808-Ljbffr