About the role:
As an Instructional & Enablement Analyst, you will be a key part of the Training & Quality team, reporting to the Agent Enablement & Vendor Management team within Super.com's Operations organization. The Agent Enablement and Vendor Management team is essential to optimizing agent performance and supporting seamless operations. This team manages various operational functions, including staffing, training, and critical BPO processes, ensuring agents have the resources they need for success. Your role will focus on designing impactful training materials and analyzing quality and training data to continually improve training effectiveness, contributing to the overall success and development of our agents.
As an Instructional & Enablement Analyst, you will play a pivotal role in enhancing the quality of customer interactions and supporting continuous development within our customer service team. Your main responsibilities include designing impactful training materials, conducting regular audits of customer interactions, and providing feedback to drive improvement across both internal teams and vendor partners. You’ll collaborate with subject matter experts to develop comprehensive training agendas, modules, and assessments, as well as maintain an organized, up-to-date training library for easy access.
In this role, you will monitor performance, leveraging data and KPI insights to make meaningful updates to the training. Your efforts will directly contribute to agent success and operational excellence through data-driven improvements and strategic training enhancements.
What you’ll be working on:
- Design and develop engaging training materials, including agendas, modules, and assessments, for agent success.
- Conduct regular audits of customer interactions and provide constructive feedback to drive performance improvements.
- Collaborate with subject matter experts to create and update training content that aligns with evolving business needs.
- Work closely with the Quality team to leverage insights and identify training opportunities for enhancing agent performance.
- Maintain an organized, up-to-date training library for easy access and reference.
- Track and report on training effectiveness, using data and KPIs to identify areas for improvement
- Partner with internal teams and vendor partners to ensure consistent, high-quality agent training experiences.
Who we’re looking for:
- 1+ years designing and implementing training materials in a call center environment
- Proven experience collaborating with Quality teams to use insights and enhance training effectiveness
- Strong ability to analyze data, identify trends, and make data-driven adjustments to improve training programs
- Experience overseeing cross-functional coordination and effectively influencing stakeholders
- Knowledge of customer service best practices and protocols, with Fintech or Travel industry experience preferred
- Demonstrated success in maintaining organized, up-to-date training resources for easy access and reference.
Bonus points for:
- Advanced proficiency in training development tools (e.g., Articulate, Captivate, Adobe Creative Suite)
- Experience in a high-growth startup environment or with remote training delivery
- Background in instructional design or adult learning methodologies
- Certification in customer service, training, or quality assurance (e.g., CPTD, CCXP, COPC)
We Believe in Equal OpportunityWe are an equal opportunity employer and value diversity at our company. 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.