Remote Sale Center Quality and Training Supervisor

Overview

The Quality and Training Supervisor is responsible for leading the Quality and Training function within the Sales Center, directly managing a team of Quality and Training Specialists who support call monitoring, coaching, and new hire and continuing education programs. This role owns the quality assurance framework end to end, from scorecard design and calibration through agent-level feedback, and designs and delivers training curricula that support onboarding, product and systems changes, and ongoing skill development to support store operations in the most efficient and effective manner.

Who we are: At Cube. Smart, we’re intentional about culture. You can experience it everywhere from our mission statement of “genuine care” to our “It’s What’s Inside That Counts” tagline to calling each other “teammates” rather than employees. This spirit fosters a fun and collaborative environment that has resulted in our rapid growth and being recognized amongst the top in our industry.

Cube. Smart’s award-winning team is made up of people who genuinely care. Teammates care about our customers and the life events and/or business needs they are facing. Teammates are passionate, responsible and understanding. The Cube. Smart team is made up of people who have a can-do attitude, are committed to their own success and the success of the company, and lead by example.

If this sounds like a team and culture that matches your personal values and motivations, we want to hear from you.

Responsibilities

Owns the quality monitoring program for the Sales Center, including scorecard design, calibration sessions, and consistency checks across the Quality and Training Specialist team Directs the team's use of the Safety Culture quality platform and NICE in. Contact call data to identify trends, coaching opportunities, and process gaps at the agent and team level Analyzes call quality and KPI data to surface root causes behind performance variance and recommends corrective action to Sales Center Supervisors and leadership Maintains and continuously refines quality standards, KPI definitions, and macro and response templates to keep them aligned with brand voice and policy Partners with Compliance and Risk on quality audits tied to regulatory, insurance, and policy requirements Designs, builds, and maintains onboarding and continuing education curricula for Sales Center agents and Supervisors, including materials for new product, systems, and policy rollouts Leads the Quality and Training Specialists in delivering classroom, virtual, and on-the-floor training sessions, ensuring consistency in content and delivery Evaluates training effectiveness through post-training performance data and adjusts curricula to close identified skill gaps Supports supervisor coaching capability by contributing content and structure to coaching tools and sign-off tracking used across the supervisor team Directly manages, coaches, and develops three Quality and Training Specialists, setting clear goals, conducting regular one-on-ones, and completing formal performance reviews Builds individual development plans for each Specialist, balancing quality monitoring workload, training delivery, and project work Models and reinforces a coaching-first culture that develops high performers in addition to addressing underperformance Provides regular reporting on quality scores, calibration results, and training outcomes to Sales Center leadership Collaborates with Workforce Management, Operations, and Information Technology on process changes that affect quality standards or training needs Represents Quality and Training in cross-functional projects, including new technology pilots and platform transitions Prepares and administers monthly performance updates as well as annual Performance Reviews for direct reports Consistent, punctual attendance with possible irregular work hours as well as on-call hours Qualifications A high school diploma or general education degree (GED) A minimum of 3 years of customer service and/or sales experience 3+ years of experience in a quality assurance, training, or coaching role within a contact center or sales center environment Working knowledge of contact center quality and telephony platforms (e.

g., NICE in. Contact and Safety. Culture , or comparable call monitoring and quality assurance tools) Additional Preferred Qualifications Bachelor's degree in Business or related field Prior people-management experience strongly preferred Operations experience in retail, call center, and/or storage experience strongly preferred #LI-KM1 Owns the quality monitoring program for the Sales Center, including scorecard design, calibration sessions, and consistency checks across the Quality and Training Specialist team Directs the team's use of the Safety Culture quality platform and NICE in.

Contact call data to identify trends, coaching opportunities, and process gaps at the agent and team level Analyzes call quality and KPI data to surface root causes behind performance variance and recommends corrective action to Sales Center Supervisors and leadership Maintains and continuously refines quality standards, KPI definitions, and macro and response templates to keep them aligned with brand voice and policy Partners with Compliance and Risk on quality audits tied to regulatory, insurance, and policy requirements Designs, builds, and maintains onboarding and continuing education curricula for Sales Center agents and Supervisors, including materials for new product, systems, and policy rollouts Leads the Quality and Training Specialists in delivering classroom, virtual, and on-the-floor training sessions, ensuring consistency in content and delivery Evaluates training effectiveness through post-training performance data and adjusts curricula to close identified skill gaps Supports supervisor coaching capability by contributing content and structure to coaching tools and sign-off tracking used across the supervisor team Directly manages, coaches, and develops three Quality and Training Specialists, setting clear goals, conducting regular one-on-ones, and completing formal performance reviews Builds individual development plans for each Specialist, balancing quality monitoring workload, training delivery, and project work Models and reinforces a coaching-first culture that develops high performers in addition to addressing underperformance Provides regular reporting on quality scores, calibration results, and training outcomes to Sales Center leadership Collaborates with Workforce Management, Operations, and Information Technology on process changes that affect quality standards or training needs Represents Quality and Training in cross-functional projects, including new technology pilots and platform transitions Prepares and administers monthly performance updates as well as annual Performance Reviews for direct reports Consistent, punctual attendance with possible irregular work hours as well as on-call hours A high school diploma or general education degree (GED) A minimum of 3 years of customer service and/or sales experience 3+ years of experience in a quality assurance, training, or coaching role within a contact center or sales center environment Working knowledge of contact center quality and telephony platforms (e.

g., NICE in. Contact and Safety. Culture , or comparable call monitoring and quality assurance tools) Additional Preferred Qualifications Bachelor's degree in Business or related field Prior people-management experience strongly preferred Operations experience in retail, call center, and/or storage experience strongly preferred #LI-KM1