The Instructional & Enablement Specialist designs training materials, audits customer interactions, analyzes data, and enhances agent performance in a call center environment.
At Super.com, we’re on a mission to help people save more, earn more, and get more out of life. That goes for both our customers and our team.
For our employees, Super.com is more than just a workplace—it’s an opportunity to grow, make an impact, and unlock your full potential. We invest in learning, celebrate bold ideas, and create pathways for career growth.
We move fast, think big, and always put people first. Your career should be as rewarding as the work you do, and at Super.com, we’re here to make every day Super.
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’ve got you covered
- We are remote first: You have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms
- Other perks include: unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsites
- We welcome new family additions with generous parental leave and a flexible return-to-work plan
- Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets
- This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits
Super.com 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.
Top Skills
Adobe Creative Suite
Articulate
Captivate
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