Senior Agent Enablement & Vendor Operations Quality Lead - Remote

Overview

The Senior AEVO Quality Lead at Super.com is responsible for evolving the Quality strategy across the outsourced BPO network and internal stakeholders, focusing on agent performance through actionable feedback and quality analysis.

In Short

• Own and evolve QA methodologies across Super.com and BPO vendors.
• Partner with BPO QA teams and internal AEVO QA analysts.
• Conduct and lead Root Cause Analysis (RCA) work.
• Maintain QA tools including dashboard optimization.
• Support rubric governance and improvements aligned with performance metrics.
• Share QA-driven insights regularly with the AEVO team and stakeholders.
• 3+ years of experience in BPO or contact center environment.
• 1+ year of experience in a Quality Assurance role.
• Familiarity with QA tools such as Loris.ai and Maestro QA.
• Excellent written communication skills.

Requirements

• Data-driven mindset with strong analytical skills.
• Experience with RCA frameworks and performance interpretation.
• Comfortable working cross-functionally with various teams.
• SaaS or startup experience preferred.
• Experience in travel/hospitality or fintech industries preferred.
• Experience with QA or CX tooling integrations.
• Familiarity with documentation tools such as Guru or Notion.
• Quality process improvement certifications are a bonus.

Benefits

• Opportunity to unlock potential and career progression.
• Supportive and collaborative work environment.
• Focus on learning and development.
• Impactful role in a growing startup.
• Engagement with diverse teams across functions.