QA & Training Supervisor (Bilingual – English/Spanish)Position Type: Full-Time, Remote Working Hours: CST HoursAbout the RoleWe’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 environmentsLoves coaching and developing peopleHas a strong ear for communication qualityCan identify performance gaps and drive measurable improvementThis is not a passive QA monitoring role.You’ll directly impact:Agent performanceService qualityOnboarding successTeam consistencyCustomer experienceIf you enjoy building high-performing support teams and helping agents improve every day, this role is a strong fit.What You’ll OwnQuality Assurance & Performance MonitoringReview and evaluate agent calls and customer interactionsEnsure alignment with:Service standardsCommunication expectationsQuality benchmarksMaintain consistent QA scoring and evaluation processesIdentify trends, coaching opportunities, and recurring issuesCoaching & Team DevelopmentConduct structured coaching sessions with agentsDeliver actionable, performance-focused feedbackHelp agents improve:CommunicationConfidenceProfessionalismConsistencyDrive measurable behavior and performance improvementsTraining & OnboardingOwn onboarding and training programs for new hiresCreate and improve:SOPsTraining materialsQA documentationLearning pathsEnsure agents ramp quickly and perform confidently from day oneReporting & Performance InsightsPrepare:QA reportsCoaching summariesTrend analysisPerformance dashboardsTrack training effectiveness and agent improvement over timeProvide leadership visibility into team quality metricsOperational OwnershipManage QA review cycles independentlyMaintain organized training schedules and documentationEnsure consistency across quality and coaching processesRequirementsMust-Have Experience & SkillsExperience in:Quality AssuranceCoachingTrainingCall Center OperationsCustomer Service LeadershipProven experience in high-volume support environmentsFully bilingual:EnglishSpanishStrong communication and feedback delivery skillsAbility to coach performance professionally and confidentlyStrong organizational and documentation skillsIdeal CandidateDetail-oriented with a strong focus on communication qualityComfortable holding agents accountable while supporting growthSelf-managed and proactiveCalm under pressure during coaching or escalation conversationsPassionate about building a quality-driven cultureNice to HaveSupervisory or team lead experienceExperience in:HealthcarePatient servicesAppointment schedulingConcierge environmentsFamiliarity with:QA scorecardsCall scoring frameworksCRM platformsCustomer service KPIsWhat a Typical Day Looks LikeReview calls and evaluate agent performanceConduct coaching and feedback sessionsMonitor QA trends and identify recurring gapsImprove onboarding and training materialsTrack agent progress and training outcomesCollaborate with operations leadership on quality improvementsIn 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 consistencyFaster onboarding and ramp-up for new hiresCoaching that creates measurable performance improvementStrong reporting visibility into team quality trendsHigh-performing, quality-focused customer support cultureWhy This Role Stands OutDirect impact on team performance and customer experienceLeadership-focused role with strong ownershipOpportunity to shape training systems and QA processesFully remote flexibilityFast-paced environment with visible operational impactInterview ProcessStep 1: Initial ScreeningCommunication skillsQA/training backgroundEnglish and Spanish proficiencyStep 2: Client InterviewCoaching approachQA methodologyReal-world performance scenariosStep 3: Final InterviewLeadership styleRole ownershipTeam alignmentApply NowIf you:Love coaching and developing peopleHave strong QA or training experienceThrive in fast-paced customer service environmentsWant ownership and impact in a leadership roleThis opportunity is built for you.
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:
- 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.
Pavago - Connecting You to Global Remote Opportunities 🌍At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.🌟 Why Consider Opportunities Through Pavago?Competitive Pay: Command the salary you deserve, regardless of where you reside.Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀Explore global opportunities with us today!"
Pavago - Connecting You to Global Remote Opportunities 🌍
At Pavago, we redefine the boundaries of talent recruitment. Dive into a world where your geographical location doesn't restrict your career aspirations. As a distinguished international recruitment agency, we specialize in connecting remote talents with companies eager to tap into global expertise.
🌟 Why Consider Opportunities Through Pavago?
Competitive Pay: Command the salary you deserve, regardless of where you reside.
Broad Horizons: Unlock a wide array of remote positions spanning diverse industries and regions.
Skill Enrichment: Work alongside international teams, contribute your unique insights, and amplify your career trajectory.
Whether you're a seasoned professional hunting for a novel global venture or a budding talent keen on leaving an international imprint, Pavago is your conduit to businesses that appreciate and seek out worldwide perspectives.
Embrace a realm where opportunities transcend borders. Together, let's pioneer the next era of remote work. 🚀
Explore global opportunities with us today!"
