QA & Training Supervisor

Pavago; United States; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Job summary

Pavago is hiring a QA & Training Supervisor (Bilingual – English/Spanish) to lead quality assurance, coaching, and training across the Patient Concierge team in a remote capacity. The role focuses on evaluating calls, developing onboarding materials, and delivering actionable feedback to improve customer experience.

You’ll design SOPs, learning paths, and QA documentation to support scalable performance. Ideal candidates have experience in high-volume service environments, are fluent in English

Qualifications

• Experience in QA, training, or coaching.
• Experience in a high-volume customer service environment.
• Fully bilingual in English and Spanish.
• Strong communication and documentation skills.

Responsibilities

• Review and score agent calls and customer interactions.
• Lead coaching sessions and provide actionable feedback.
• Own training and onboarding programs for new staff.
• Create SOPs, training materials, and QA documentation.
• Prepare QA reports and performance insights for leadership.
• Collaborate with operations to improve service quality.

Skills

Quality Assurance

Training

Coaching

Call Center Ops

Customer Service Leadership

Bilingual EN/ES

Verbal & Written Communication

Remote Work

Tools

CRM platforms

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.