Customer Service Training & Quality Assurance Supervisor (Spanish Bilingual)
About The Position
CUSTOMER SERVICE TRAINING & QUALITY ASSURANCE SUPERVISOR (SPANISH BILINGUAL) Must be in S outhern NV or Central MN and have reasonable commute to Las Vegas, NV or St. Cloud, MN due to in-office requirements. SCHEDULE: Full-Time, Monday-Friday 8:00am-5:00pm CST/PST COMPENSATION: Starting Pay $25.00 – $29.00 per hour. (The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.) WHO WILL SHINE IN THIS ROLE Are you looking for an opportunity to make a meaningful impact while developing others ? PCI is seeking a Spanish Bilingual Customer Service Training & Quality Assurance Supervisor who is people-focused, detail-oriented, and performance-driven , and excited to lead training and quality assurance teams that support exceptional, compliant customer service for both English- and Spanish-speaking customers . This is an exciting opportunity to grow your leadership career , influence operational excellence, and play a key role in equipping employees with the skills and confidence to succeed in a bilingual service environment.
Requirements
- High School Diploma, GED, or a minimum of 4 years equivalent, relevant industry experience.
- Fluency in both English and Spanish , with the ability to communicate clearly, professionally, and effectively in both verbal and written formats.
- Minimum 2 years of experience supervising, coaching, or leading employees, including direct reports.
- At least 1 year of experience delivering training or facilitating learning in a customer service–driven environment.
- Minimum 1 year of experience monitoring and evaluating call interactions and providing performance feedback.
Nice To Haves
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
- Demonstrated commitment to employee development, collaboration, and continuous improvement.
Responsibilities
- Lead and coach trainers and quality assurance employees, providing daily guidance, mentoring, and performance support.
- Oversee onboarding, uptraining, refresher, and ongoing development programs, supporting and facilitating training sessions as needed in both English and Spanish.
- Direct quality assurance operations, ensuring audits, monitoring, and performance standards are met consistently across bilingual interactions.
- Analyze training and quality metrics to identify trends, performance gaps, and improvement opportunities, delivering actionable insights to leadership.
- Manage workloads, capacity, and deliverables, complete performance evaluations, and provide regular feedback to bilingual team members.
Benefits
- Bilingual Pay: Earn an additional $2.00 per hour for Spanish Fluency!
- PCI has standard and competitive benefit plans, which include group medical/dental/vision, short term disability, long term disability as well as an attractive group of voluntary benefits.
- Annual Discretionary Bonus
- Earned Safe & Sick Time (ESST)
- Paid Maternity & Paternity Leave
- Paid Time Off (PTO) & 8 Paid Holidays
- Donation Matching & Paid Volunteer Time
- 401(k) Match – 100% of your deferrals up to 5%
- Tuition Reimbursement & Student Loan Match Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
