Supervisor, Training and Quality

The Scotts Miracle-Gro Company; United States; Remote; USD 77,000 - 91,000; Full time

Job summary

An established industry player seeks a dynamic Training and Quality Supervisor to lead the development of training programs and ensure exceptional service quality across its call center operations. This role offers the chance to make a significant impact by coaching agents, conducting performance evaluations, and implementing quality initiatives. The ideal candidate will thrive in a fast-paced environment, bringing strong communication skills and a passion for training. Join a company that values growth, diversity, and community involvement, and help shape the future of customer service excellence.

Benefits

Health Coverage Options

Wellness Reimbursement

401K Match up to 7.5%

Unique Career Growth Opportunities

Support for Family Planning

Diversity and Inclusion Programs

Community Service Programs

Qualifications

• 3+ years in a call center environment, with 1+ years in a training or QA supervisory role.
• Proven ability to deliver training and conduct performance evaluations.

Responsibilities

• Develop and deliver training programs for call center agents.
• Lead quality initiatives to monitor agent performance and customer interactions.

Skills

Training and Coaching

Performance Evaluation

Call Center Technology

CRM Systems

Communication Skills

Organizational Skills

Cross-Functional Collaboration

Learning Management Systems

Customer Satisfaction Metrics

Education

Bachelor’s Degree in Business or Related Field

Tools

Quality Assurance Tools

Learning Management Systems (LMS)

Job description

Here at Scotts Miracle-Gro, there is no such thing as a typical day. Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace. Below are details on an open job. If the role interests you and you would like to be considered, we encourage you to apply!

Position: Training and Quality Supervisor

The Training and Quality Supervisor is responsible for overseeing the development and delivery of training programs, ensuring consistent service quality across all call center operations. This role leads efforts to onboard, train, coach, and evaluate contact center agents to ensure compliance with company standards, drive performance improvements, and deliver exceptional customer experiences. The ideal candidate brings experience in adult learning, quality programs, coaching, and performance management within a contact center environment.

In this role you will:

1. Develop, maintain, and deliver onboarding and ongoing training programs for new and existing call center agents.
2. Collaborate with internal stakeholders to design curriculum and training materials aligned with business objectives.
3. Conduct training needs assessments and evaluate training effectiveness through agent performance metrics.
4. Organize refresher courses and knowledge reinforcement initiatives as needed.
5. Stay updated on product changes, policy updates, and system enhancements to ensure accurate training content.
6. Lead and manage quality initiatives to monitor call center agent performance and customer interactions.
7. Develop quality scorecards and ensure consistent, objective evaluations of agent calls, emails, chats, and case handling.
8. Conduct regular quality audits and calibrations to ensure accuracy and alignment across evaluators.
9. Provide coaching, feedback, and performance support based on QA findings to improve agent effectiveness and customer satisfaction.
10. Analyze quality trends and share actionable insights with leadership.
11. Supervise QA and training staff (if applicable), providing guidance and development support.
12. Maintain documentation on training completions, QA scores, and agent performance records.
13. Report on KPIs and quality metrics to senior leadership and recommend areas for operational improvement.
14. Support business continuity planning for agent training and service quality during peak seasons or organizational changes.

The ideal candidate will have:

1. Bachelor’s degree or equivalent experience in business, communications, education, or a related field.
2. 3+ years of experience in a call center environment, with 1+ years in a training or QA supervisory role.
3. Proven ability to deliver training, coach agents, and conduct performance evaluations.
4. Strong knowledge of call center technology, CRM systems, and QA tools.
5. Excellent written and verbal communication skills.
6. Strong organizational skills and attention to detail.
7. Ability to work cross-functionally with customer service, HR, IT, and leadership teams.
8. Experience with Learning Management Systems (LMS) and e-learning platforms.
9. Familiarity with customer satisfaction (CSAT), NPS, and call center performance metrics.

The starting pay range for this role is generally between $77,200 and $90,800 per year, with considerations for skills, qualifications, experience, and location. For remote roles in certain states, state-required pay thresholds will be included in the base salary.

Employee Benefits and Culture

Scotts Miracle-Gro offers a comprehensive employee experience, including:

• Health coverage options, wellness reimbursement, and a 401K match up to 7.5%
• Unique career growth opportunities beyond a linear ladder
• Support for family planning and fertility benefits
• Participation in Employee Resource Groups focusing on diversity, inclusion, and sustainability
• Community service and volunteer programs

Interested in future opportunities? Join our talent communities for ScottsMiracle-Gro and Hawthorne Gardening.

Scotts is an Equal Opportunity Employer committed to a diverse, drug-free workplace.