# QA & Training Supervisor

> Pavago · United States (Remote) · — · Posted 2026-06-10

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

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

**Position Type:** Full-Time, Remote  
**Working Hours:** 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

### **Requirements**

### **Must-Have Experience & Skills**

-   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.

### **Key Metrics for Success (KPIs)**

-   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 and 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/B2E032544A/apply)

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