QA & Training Supervisor

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

QA & Training Supervisor (Bilingual - English/Spanish) - Remote

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (CST)
Language Requirement: Fluent English & Spanish

About the Role

At Pavago, one of our clients is hiring a QA & Training Supervisor to lead quality assurance, coaching, training, and performance development across their Patient Concierge team.

This is not a passive call-monitoring role. You’ll take direct ownership of improving agent performance, communication quality, onboarding effectiveness, and overall customer experience.

The ideal candidate has experience in high-volume customer service environments, knows how to evaluate calls objectively, and can turn performance gaps into actionable coaching and measurable improvement.

What You’ll Own

Quality Assurance & Performance Monitoring

• Review and evaluate agent calls and customer interactions.
• Assess performance against established:
• Service standards
• Communication expectations
• QA benchmarks
• Customer experience standards
• Maintain consistent QA scoring and evaluation processes.
• Identify recurring performance issues, communication gaps, and coaching opportunities.
• Ensure quality standards are applied consistently across the team.

Coaching & Performance Development

• Conduct structured one-on-one coaching sessions with agents.
• Deliver clear, actionable, and performance-focused feedback.
• Coach agents on:
• Communication
• Confidence
• Professionalism
• Call handling
• Consistency
• Create improvement plans where necessary.
• Track progress and ensure coaching translates into measurable performance improvements.

Training & New-Hire Onboarding

• Own training and onboarding programs for new Patient Concierge team members.
• Develop and continuously improve:
• SOPs
• Training materials
• QA documentation
• Learning paths
• Coaching resources
• Help new hires ramp quickly and confidently.
• Identify onboarding gaps and improve training based on actual agent performance.

Reporting & Performance Insights

• Prepare regular:
• QA reports
• Coaching summaries
• Trend analyses
• Performance dashboards
• Track QA scores, training effectiveness, and agent improvement over time.
• Identify patterns across the team and recommend corrective actions.
• Provide leadership with clear visibility into quality and performance trends.

QA & Training Operations

• Manage QA review cycles independently.
• Maintain organized coaching and training schedules.
• Keep QA records and training documentation accurate and up to date.
• Ensure consistent execution of quality, coaching, and training processes.
• Collaborate with operations leadership to improve overall team performance.

Required Experience & Skills

• Experience in one or more of the following:
• Quality Assurance
• Training
• Coaching
• Call Center Operations
• Customer Service Leadership
• Experience working in a high-volume customer service environment.
• Fully bilingual in English and Spanish.
• Strong verbal and written communication skills.
• Proven ability to provide constructive feedback and coach employees effectively.
• Strong organizational, reporting, and documentation skills.
• Comfortable holding team members accountable to performance standards.
• Ability to work independently in a remote environment during CST hours.

Preferred Experience

• Previous Supervisor, Team Lead, QA Lead, or Training Lead experience.
• Experience in:
• Healthcare
• Patient services
• Appointment scheduling
• Concierge services
• Familiarity with:
• QA scorecards
• Call-scoring frameworks
• CRM platforms
• Customer service KPIs
• Coaching and performance improvement plans

What Makes You a Great Fit

• You have a strong ear for communication quality and quickly recognize performance gaps.
• You enjoy coaching and helping people improve.
• You balance accountability with constructive support.
• You are highly organized and consistent in how you evaluate performance.
• You remain calm and professional during difficult coaching or escalation conversations.
• You take ownership without requiring constant oversight.
• You care about building a quality-driven, high-performing service culture.

What a Typical Day Looks Like

You may:

• Review recorded calls and score agent performance.
• Conduct coaching and feedback sessions.
• Analyze QA trends and identify recurring performance gaps.
• Track agent progress following coaching.
• Train and onboard new Patient Concierge team members.
• Update SOPs, training materials, and QA documentation.
• Prepare performance reports for leadership.
• Collaborate with operations leaders on quality improvements.

In short: you ensure agents consistently deliver high-quality customer experiences while helping the team continuously improve.

Key Metrics for Success (KPIs)

• Improvement in overall QA scores.
• Increased consistency in customer service quality.
• Measurable agent improvement following coaching.
• Faster and more effective new-hire ramp-up.
• Training completion and effectiveness.
• Accurate and consistent QA evaluations.
• Reduction in recurring communication and service issues.
• Clear and reliable quality reporting for leadership.

Interview Process

Step 1: Initial Screening

• Communication skills
• QA and training experience
• English and Spanish proficiency

Step 2: Client Interview

• Coaching methodology
• QA evaluation approach
• Real-world performance scenarios

Step 3: Final Interview

• Leadership and accountability style
• Ownership and problem-solving
• Team and operational alignment