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. 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. 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.