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