# QA & Training Supervisor

> Pavago · Mexico (Remote) · — · Posted 2026-05-06

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **🎧 QA & Training Supervisor (Bilingual – English/Spanish)**

**Full-Time | Remote | CST Hours**

### **🚀 About the Role**

We’re hiring a **QA & Training Supervisor** for one of our clients to lead quality, coaching, and performance development across their Patient Concierge team.

This role is ideal for someone who:

-   Thrives in high-volume customer service environments
-   Loves coaching and developing people
-   Has a strong ear for communication quality
-   Can identify performance gaps and drive measurable improvement

This is **not** a passive QA monitoring role.

You’ll directly impact:  
✅ agent performance  
✅ service quality  
✅ onboarding success  
✅ team consistency  
✅ customer experience

If you enjoy building high-performing support teams and helping agents improve every day, this role is a strong fit.

### **💻 What You’ll Own**

### **Quality Assurance & Performance Monitoring**

-   Review and evaluate agent calls and customer interactions
-   Ensure alignment with:

-   service standards
-   communication expectations
-   quality benchmarks

-   Maintain consistent QA scoring and evaluation processes
-   Identify trends, coaching opportunities, and recurring issues

### **Coaching & Team Development**

-   Conduct structured coaching sessions with agents
-   Deliver actionable, performance-focused feedback
-   Help agents improve:

-   communication
-   confidence
-   professionalism
-   consistency

-   Drive measurable behavior and performance improvements

### **Training & Onboarding**

-   Own onboarding and training programs for new hires
-   Create and improve:

-   SOPs
-   training materials
-   QA documentation
-   learning paths

-   Ensure agents ramp quickly and perform confidently from day one

### **Reporting & Performance Insights**

-   Prepare:

-   QA reports
-   coaching summaries
-   trend analysis
-   performance dashboards

-   Track training effectiveness and agent improvement over time
-   Provide leadership visibility into team quality metrics

### **Operational Ownership**

-   Manage QA review cycles independently
-   Maintain organized training schedules and documentation
-   Ensure consistency across quality and coaching processes

### **🔥 What We’re Looking For**

### **Must-Haves**

-   Experience in:

-   Quality Assurance
-   Coaching
-   Training
-   Call Center Operations
-   Customer Service Leadership

-   Proven experience in high-volume support environments
-   Fully bilingual:

-   English
-   Spanish

-   Strong communication and feedback delivery skills
-   Ability to coach performance professionally and confidently
-   Strong organizational and documentation skills

### **⭐ Ideal Candidate**

-   Detail-oriented with a strong focus on communication quality
-   Comfortable holding agents accountable while supporting growth
-   Self-managed and proactive
-   Calm under pressure during coaching or escalation conversations
-   Passionate about building a quality-driven culture

### **➕ Nice to Have**

-   Supervisory or team lead experience
-   Experience in:

-   healthcare
-   patient services
-   appointment scheduling
-   concierge environments

-   Familiarity with:

-   QA scorecards
-   call scoring frameworks
-   CRM platforms
-   customer service KPIs

### **📅 What a Typical Day Looks Like**

-   Review calls and evaluate agent performance
-   Conduct coaching and feedback sessions
-   Monitor QA trends and identify recurring gaps
-   Improve onboarding and training materials
-   Track agent progress and training outcomes
-   Collaborate with operations leadership on quality improvements

**In short:**  
You ensure the team delivers consistent, high-quality customer experiences while continuously improving performance.

### **📊 Success Looks Like**

-   Improved QA scores and service consistency
-   Faster onboarding and ramp-up for new hires
-   Coaching that creates measurable performance improvement
-   Strong reporting visibility into team quality trends
-   High-performing, quality-focused customer support culture

### **🌍 Why This Role Stands Out**

-   Direct impact on team performance and customer experience
-   Leadership-focused role with strong ownership
-   Opportunity to shape training systems and QA processes
-   Fully remote flexibility
-   Fast-paced environment with visible operational impact

### **🧪 Interview Process**

### **Step 1: Initial Screening**

-   Communication skills
-   QA/training background
-   English & Spanish proficiency

### **Step 2: Client Interview**

-   Coaching approach
-   QA methodology
-   Real-world performance scenarios

### **Step 3: Final Interview**

-   Leadership style
-   Role ownership
-   Team alignment

### **👉 Apply Now**

If you:

-   Love coaching and developing people
-   Have strong QA or training experience
-   Thrive in fast-paced customer service environments
-   Want ownership and impact in a leadership role

This opportunity is built for you.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/AAB89DA554/apply)

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