QA & Training Supervisor

QA & Training Supervisor (Bilingual – English/Spanish) – Remote Position Type: Full-Time, Remote Working Hours: U.S. Business Hours (CST) Language Requirement: Fluent English & Spanish About the Role At Pavago , one of our clients is hiring a QA & Training Supervisor to lead quality assurance, coaching, training, and performance development across their Patient Concierge team. This is not a passive call-monitoring role. You’ll take direct ownership of improving agent performance, communication quality, onboarding effectiveness, and overall customer experience. The ideal candidate has experience in high-volume customer service environments, knows how to evaluate calls objectively, and can turn performance gaps into actionable coaching and measurable improvement. What You’ll Own Quality Assurance & Performance Monitoring - Review and evaluate agent calls and customer interactions. - Assess performance against established: - Service standards - Communication expectations - QA benchmarks - Customer experience standards - Maintain consistent QA scoring and evaluation processes. - Identify recurring performance issues, communication gaps, and coaching opportunities. - Ensure quality standards are applied consistently across the team. Coaching & Performance Development - Conduct structured one-on-one coaching sessions with agents. - Deliver clear, actionable, and performance-focused feedback. - Coach agents on: - Communication - Confidence - Professionalism - Call handling - Consistency - Create improvement plans where necessary. - Track progress and ensure coaching translates into measurable performance improvements. Training & New-Hire Onboarding - Own training and onboarding programs for new Patient Concierge team members. - Develop and continuously improve: - SOPs - Training materials - QA documentation - Learning paths - Coaching resources - Help new hires ramp quickly and confidently. - Identify onboarding gaps and improve training based on actual agent performance. Reporting & Performance Insights - Prepare regular: - QA reports - Coaching summaries - Trend analyses - Performance dashboards - Track QA scores, training effectiveness, and agent improvement over time. - Identify patterns across the team and recommend corrective actions. - Provide leadership with clear visibility into quality and performance trends. QA & Training Operations - Manage QA review cycles independently. - Maintain organized coaching and training schedules. - Keep QA records and training documentation accurate and up to date. - Ensure consistent execution of quality, coaching, and training processes. - Collaborate with operations leadership to improve overall team performance. Required Experience & Skills - Experience in one or more of the following: - Quality Assurance - Training - Coaching - Call Center Operations - Customer Service Leadership - Experience working in a high-volume customer service environment . - Fully bilingual in English and Spanish . - Strong verbal and written communication skills. - Proven ability to provide constructive feedback and coach employees effectively. - Strong organizational, reporting, and documentation skills. - Comfortable holding team members accountable to performance standards. - Ability to work independently in a remote environment during CST hours. Preferred Experience - Previous Supervisor, Team Lead, QA Lead, or Training Lead experience. - Experience in: - Healthcare - Patient services - Appointment scheduling - Concierge services - Familiarity with: - QA scorecards - Call-scoring frameworks - CRM platforms - Customer service KPIs - Coaching and performance improvement plans What Makes You a Great Fit - You have a strong ear for communication quality and quickly recognize performance gaps. - You enjoy coaching and helping people improve. - You balance accountability with constructive support. - You are high