Training & Quality Assurance Supervisor

The Training and Quality Supervisor is responsible for overseeing the delivery and effectiveness of training programs and quality assurance processes within the Customer Engagement Center. This role plays a critical part in onboarding, developing, and coaching frontline team members while maintaining high standards of service quality, compliance, and performance. The ideal candidate will be proactive, detail-oriented, and passionate about team development and process improvement.

Responsibilities:

• Deliver, and continuously improve new hire onboarding programs and recurring training sessions.
• Partner with department leads, Supervisors and Managers to assess training needs and ensure alignment with business goals.
• Maintain a library of training materials, knowledge base articles, and reference documentation.
• Facilitate training on systems, processes, soft skills, and customer service excellence.
• Track and report on training effectiveness and retention.
• Oversee the QA process including call/chat/email reviews and scoring against established criteria.
• Calibrate regularly with QA and Operations leadership to ensure consistency in evaluation.
• Identify trends and gaps in performance through quality audits and data analysis.
• Provide coaching feedback and support development plans for underperforming agents.
• Supervise a cross-functional team of QA Specialists (Trainers), QA Auditors, and QA Coordinators, ensuring collaboration with department leaders to meet performance and customer satisfaction goals.
• Complete/aid in weekly 1:1 delivery
• Foster a high-performance team environment focused on learning, growth, and accountability.
• Coordinate schedules to support training delivery and quality review cycles.
• Assist in onboarding, and professional development of team members.
• Partner with Supervisors to identify training and quality priorities.
• Partner with Manager to align performance expectations, ensure consistency in execution, and support strategic initiatives such as CSAT improvement and KPI attainment.
• Present QA and training insights in team meetings and leadership reviews.
• Support the rollout of new systems, tools, or process changes with training and quality oversight.
• Complete weekly, bi-weekly, monthly reporting on quality trends
• Oversight of productivity tracking and metrics to ensure department goals and objectives are being met on a daily, weekly and monthly basis.
• Other tasks/duties as assigned.

• Bachelor’s degree or equivalent experience in Business, Communications, or related field.
• 2–4 years of experience in training, quality assurance, or contact center leadership.
• Strong facilitation, coaching, and performance management skills.
• Proficiency in QA tools, and customer engagement software (i.e., NICE, Witness, Salesforce etc.).
• Excellent verbal and written communication skills.
• Ability to analyze data and translate insights into actionable plans.

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team. 

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.