Senior Retail Operations Advisor, Lumber
CO-OP Architecture
Senior Agent Enablement – Vendor Operations Quality Lead
Super.com
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$67,000 - CA$99,000 per year
Job Level
Senior
About the role
- 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
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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Quality AssuranceRoot Cause Analysisdata analysisrubric governanceperformance interpretationcoaching alignmentdashboard optimizationtag managementanalytical skillsExcel
Soft skills
written communicationdocumentation hygienecross-functional collaborationpartneringtraininginsight sharingorganizational skillstransparencyadaptabilityproblem-solving
