Bilingual QA & Training Supervisor - Remote

Pavago; México; Remote; MXN 480,000 - 720,000; Full time

Job summary

Pavago is seeking a QA & Training Supervisor to lead quality assurance, coaching, and training for a high-volume Patient Concierge team in a fully remote role. You will own QA scoring, coaching delivery, onboarding, and training materials to ensure top-tier customer experiences.

The role requires strengthening performance with structured coaching, objective call evaluations, and proactive training improvements across teams operating in CST hours.

Qualifications

• Experience in quality assurance, training, coaching and call center operations.
• Experience in high-volume customer service environments.
• Fully bilingual in English and Spanish.

Responsibilities

• Review and evaluate agent calls and customer interactions, ensuring QA standards.
• Lead coaching sessions with agents; provide actionable feedback and improvement plans.
• Own training and onboarding programs for new Patient Concierge team members.
• Develop SOPs, training materials, QA documentation and learning paths.
• Prepare QA reports, coaching summaries, trend analyses and performance dashboards.

Skills

QA

Training

Coaching

Call Center

Customer Service Leadership

Job description

Pavago is seeking a QA & Training Supervisor to lead quality assurance, coaching, and training for a high-volume Patient Concierge team in a fully remote role. You will own QA scoring, coaching delivery, onboarding, and training materials to ensure top-tier customer experiences.

The role requires strengthening performance with structured coaching, objective call evaluations, and proactive training improvements across teams operating in CST hours.