Instructional & Enablement Analyst
Job Summary
Job Description
The Instructional & Enablement Analyst at Super.com is a key member of the Training & Quality team, responsible for designing engaging training materials (agendas, modules, assessments), conducting customer interaction audits, and providing feedback for improvement. This role involves collaborating with subject matter experts, maintaining a training library, tracking training effectiveness using KPIs, and partnering with internal/external teams to ensure high-quality training. The analyst will leverage data to improve training programs and contribute to agent success and operational excellence. Key responsibilities include designing training materials, conducting audits, providing feedback, maintaining training resources, and tracking training effectiveness.
Must have:
- Design training materials
- Conduct customer interaction audits
- Provide constructive feedback
- Collaborate with SMEs
- Data analysis and reporting
- Maintain training library
Good to have:
- Fintech or Travel industry experience
1 skill required
Job Details
About Super.com
We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com 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
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.
About this role
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.
Responsibilities
- 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.
Preferred Experience
- 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.
We Believe in Equal Opportunity
We 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.
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