Senior Agent Enablement & Vendor Operations Quality Lead

Super.com

80d • $67,000 - $99,000

About The Position

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 Super.com’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.

Requirements

• 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.

Nice To Haves

• 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

Responsibilities

• 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 that align with CSAT, CES, and agent experience metrics
• Share QA-driven insights regularly with the AEVO team, training, and cross-functional stakeholders

Benefits

• Remote-First Flexibility: Work from anywhere in the world and choose the hours that suit you best.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees