Supervisor, Training & Quality

Lennox International•Fort Lauderdale, FL

34d•$60,000 - $78,750

About The Position

This role is responsible for developing, implementing, and managing company-wide training programs for new hires and existing employees across field operations and corporate functions. The position involves designing engaging learning materials, overseeing onboarding, establishing quality assurance standards, and analyzing metrics to drive improvements. The Supervisor will partner with various departments to identify training needs, evaluate employee performance, and provide coaching. Additionally, they will maintain training records, develop documentation, and lead continuous improvement initiatives. Staying current on adult learning methodologies and quality assurance best practices is essential.

Requirements

5+ years of experience in training, learning & development, quality assurance, operations, or employee development.
Previous leadership or supervisory experience preferred.
Experience developing instructor-led and virtual training programs.
Strong knowledge of adult learning principles and instructional design.
Excellent presentation, facilitation, coaching, and communication skills.
Experience creating SOPs, training manuals, eLearning content, and process documentation.
Strong analytical skills with the ability to interpret data and identify performance trends.
Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.
Experience using Learning Management Systems (LMS) and quality management tools preferred.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Bachelor's degree in Business Administration, Organizational Development, Education, or a related field preferred.
Commercial HVAC or service industry experience is a plus.
Exceptional leadership and team development abilities.
Strong project management and organizational skills.
Ability to influence cross-functional teams and drive change.
Customer-focused mindset with a passion for continuous improvement.
Excellent problem-solving and decision-making skills.
Ability to build relationships at all levels of the organization.

Responsibilities

Develop, implement, and manage company-wide training programs for new hires and existing employees across field operations and corporate functions.
Design engaging instructor-led, virtual, and self-paced learning materials that align with business objectives.
Oversee onboarding programs to ensure new employees successfully transition into their roles.
Establish quality assurance standards and auditing processes that improve operational consistency and customer satisfaction.
Analyze quality metrics, customer feedback, training effectiveness, and operational performance to identify trends and opportunities for improvement.
Partner with Operations, Human Resources, Customer Experience, and Leadership teams to identify training needs and develop targeted learning solutions.
Evaluate employee performance through observations, quality audits, coaching sessions, and training assessments.
Provide coaching and developmental feedback to managers and employees to improve individual and team performance.
Maintain training records, certifications, compliance documentation, and learning management system (LMS) content.
Develop standard operating procedures (SOPs), job aids, playbooks, and process documentation.
Measure training effectiveness through key performance indicators (KPIs) including quality scores, customer satisfaction, productivity, and employee performance.
Lead continuous improvement initiatives that enhance operational efficiency and service quality.
Stay current on adult learning methodologies, quality assurance best practices, and industry trends.