Remote Bilingual QA & Training Lead

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

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