Senior Agent Enablement

About
We started to help maximize lives – both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that is more than just a job; it's an opportunity to unlock one's potential, where learning is celebrated and impact is realized
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are

About this team
The Agent Enablement & Vendor Operations(AEVO) team at is responsible for BPO partner success, agent enablement, escalation management, and cross-functional collaboration. This team is structured across Travel & Fintech verticals, ensuring deep subject matter expertise while maintaining flexibility and collaboration across functions
The Quality team within Agent Enablement & Vendor Operations plays a central role in enabling agent performance through actionable feedback, rubric governance, and alignment across and its BPO partners. The team is responsible for quality analysis, calibration oversight, coaching insights, and driving accountability through data-led QA practices
About this role
The Senior AEVO Quality Lead is a high-impact individual contributor (IC) role that reports directly to the Senior Manager, Agent Enablement & Vendor Operations. This role is responsible for evolving the Quality strategy across 's outsourced BPO network and internal stakeholders. You will lead quality calibration initiatives, own QA insights frameworks, and partner 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 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 - including dashboard optimization, tag management, and calibration sets Support rubric governance and contribute to ongoing improvements that align 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 , 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 At , we believe in supporting our team so they can thrive—both at work and in life
-Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms -Time to Recharge: Enjoy unlimited PTO, company-wide recharge days, and annual team offsites -Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things -Family-Friendly Benefits: We support growing families with generous parental leave and a flexible return-to-work plan -Comprehensive Compensation: Competitive salary, equity options, and top-tier benefits starting on day one -Investing in You: Access to wellness budgets, personal development funds, and team-level learning resources
And that's just the beginning. Visit our careers page to explore the full range of perks and benefits we offer
is 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. If needed, please notify our Talent Acquisition Partner.

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