Supervisor, Training and Quality

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!

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!

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

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

The starting budgeted pay range for this role will generally fall between $77,200.00 - $90,800.00 per year. Scotts will consider various factors in determining the actual pay including your skills, qualifications, experience, and geographical location.For remote roles where the final candidate resides in Alaska, California, Colorado, Illinois, New York, Oregon or Washington, state required pay thresholds will be factored into base salary.

Here at ScottsMiracle-Gro, we believe providing an enriching and engaging employee experience is what sets us apart from other organizations. We recognize our employees are so much more than just their job title so we offer programs and benefits that support them in all aspects of their lives. Wondering how we do it? Below is a glimpse of our highlight reel…

• Our Live Total Health program provides you with options to align to your personal needs.  Selections range from medical, dental and vision coverage for you, your spouse/domestic partner and dependents to an outstanding wellness reimbursement program to an unbelievable 401K match (up to 7.5%) as well as a 15% discount on company stock and much more

• We know our talent is our most precious