Sr. Enablement Supervisor (Training or Quality)

About the role

The Sr. Enablement Supervisor leads a team of trainers, trainer assistants, and quality review leads within a contact‑center environment. The role blends training and quality assurance responsibilities to improve customer experience, ensure compliance, and drive continuous operational improvement.

Key responsibilities

• Coach, mentor and develop team members to deliver high‑quality, customer‑centric service.
• Track performance against key metrics, analyze gaps and implement corrective actions.
• Oversee the quality review process for phone, chat and email interactions, ensuring consistent evaluation.
• Partner with operational teams to address performance trends and improve documentation accuracy.
• Manage projects that enhance workflow efficiency, technical knowledge and process adherence.
• Support virtual team management and be prepared for quarterly travel if needed.

Required profile

• High School Diploma or GED (advanced degree preferred).
• 2+ years supervisory, management or coaching experience.
• 3+ years in customer‑service operations, preferably in a contact‑center setting.
• Experience with quality review, QA methodologies and evaluation workflows.
• Strong analytical, decision‑making and problem‑solving abilities.
• Excellent written and verbal communication skills.

Required skills

• Proficiency with quality evaluation platforms.
• Experience using reporting tools.
• Familiarity with contact‑center systems.

What we offer

• Opportunity to lead a hybrid training and quality team.
• Collaboration with cross‑functional peers and business partners.
• Professional growth in a fast‑paced operational environment.