QA Learning & Development Analyst @ Super

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

Our team cultivates partnerships that deliver exceptional customer experiences. We oversee key relationships with BPOs, ensuring alignment on performance standards, SLAs, MSAs, and staffing. Our data-driven approach continuously improves operations through oversight and optimization. We take pride in developing robust ecosystems that set our partners up for success. Our purpose is scaling service excellence through strategic vendor collaboration. We monitor KPIs but also foster collaboration and growth. Our team is dedicated to upholding service quality while reducing costs and driving innovation. We enable partners to excel, creating shared value that allows us all to serve our clients better.

About this role

As a QA Learning and Development Analyst, you will be a highly detail-oriented and customer-focused individual, pivotal in ensuring the quality of our customer interactions. Your responsibilities include conducting regular audits of customer service interactions, providing constructive feedback to our internal team and vendor partners, and identifying trends for improvement. You will contribute to developing training materials, collaborating with subject matter experts, and maintaining a well-organized training library. Additionally, you’ll track and report on the effectiveness of training programs, assist in setting performance goals, and provide ongoing support and coaching to our agents. Your meticulous record-keeping and reporting will be essential in monitoring agent performance through key performance indicators and criteria, ultimately contributing to the continuous improvement of our customer service team.

Challenges You’ll Solve

Provide constructive feedback and recommendations to our internal team and vendor partner about agent performance.
Identify trends and areas for improvement in customer interactions.
Assist in the development of training materials, including manuals, presentations, and reference materials.
Collaborate with SMEs to ensure training content is up-to-date and relevant.
Maintain a training library and keep materials organized and accessible.
Track and report on the effectiveness of training programs.
Work with the team to set performance goals and provide ongoing support and coaching.
Maintain detailed records of training activities, and performance assessments.
Generate regular reports and present findings to management.
Monitor the performance of agents through KPIs and our established criteria.

About You

1+ years managing complex customer issues and escalated cases in call center environment
1+ years overseeing cross-functional coordination and influencing stakeholders
Demonstrated ability to analyze data, identify trends, and drive systemic improvements
1+ years of experience successfully implementing new processes and programs
Deep knowledge of customer service best practices and protocols (Fintech/Travel Background)

Bonus Points

Familiarity with customer service and training systems and tools
Experience with reporting and data analytics
Knowledge of industry-specific trends and regulations
Background in customer service improvement methodologies

We’ve got you covered

Compensation: we pay our Interns top-of-market
$300 One-time home office set up allowance
$25/Week UberEats allowance on Fridays
$300/Term Learning and Development allowance
$120/ Term Fitness/Wellness allowance
Top Talent: work with the best in the world, including Engineers and Leadership from Google, Facebook, Wish, YouTube, Uber, and more

Build Something Great: most importantly, build a product used by millions around the world - have ownership, have impact, and do great work

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.

QA Learning & Development Analyst

Remote, Waterloo Winter 2025

Super

Challenges You’ll Solve

About You

Bonus Points

We’ve got you covered

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