QA & Training Supervisor

Description 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 OwnQuality 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 highly organized and consistent in how you evaluate performance.
- You remain calm and professional during difficult coaching or escalation conversations.
- You take ownership without requiring constant oversight.
- You care about building a quality-driven, high-performing service culture. What a Typical Day Looks Like You may:
- Review recorded calls and score agent performance.
- Conduct coaching and feedback sessions.
- Analyze QA trends and identify recurring performance gaps.
- Track agent progress following coaching.
- Train and onboard new Patient Concierge team members.
- Update SOPs, training materials, and QA documentation.
- Prepare performance reports for leadership.
- Collaborate with operations leaders on quality improvements. In short: you ensure agents consistently deliver high-quality customer experiences while helping the team continuously improve. Key Metrics for Success (KPIs)
- Improvement in overall QA scores.
- Increased consistency in customer service quality.
- Measurable agent improvement following coaching.
- Faster an