QA & Training Supervisor

Pavago

4d • Remote

About The Position

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

Requirements

• Experience in Quality Assurance
• Experience in Coaching
• Experience in Training
• Experience in Call Center Operations
• Experience in Customer Service Leadership
• Proven experience in high-volume support environments
• Fully bilingual: English and Spanish
• Strong communication and feedback delivery skills
• Ability to coach performance professionally and confidently
• Strong organizational and documentation skills

Nice To Haves

• Supervisory or team lead experience
• Experience in Healthcare
• Experience in Patient services
• Experience in Appointment scheduling
• Experience in Concierge environments
• Familiarity with QA scorecards
• Familiarity with Call scoring frameworks
• Familiarity with CRM platforms
• Familiarity with Customer service KPIs

Responsibilities

• Review and evaluate agent calls and customer interactions to ensure alignment with service standards, communication expectations, and quality benchmarks.
• Maintain consistent QA scoring and evaluation processes, identifying trends, coaching opportunities, and recurring issues.
• Conduct structured coaching sessions with agents, delivering actionable, performance-focused feedback to help them improve communication, confidence, professionalism, and consistency.
• Drive measurable behavior and performance improvements in agents.
• Own onboarding and training programs for new hires, creating and improving SOPs, training materials, QA documentation, and learning paths to ensure agents ramp quickly and perform confidently.
• Prepare QA reports, coaching summaries, trend analysis, and performance dashboards.
• Track training effectiveness and agent improvement over time, providing leadership visibility into team quality metrics.
• Manage QA review cycles independently and maintain organized training schedules and documentation.
• Ensure consistency across quality and coaching processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed