QA & Training Supervisor

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (CST)
Language Requirement: Fluent English & Spanish

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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.