Description

? QA & Training Supervisor (Bilingual – English/Spanish)

Full-Time | Remote | CST Hours

? About the Role

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
- 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

✅ customer experience

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

? What You’ll Own

Quality Assurance & Performance Monitoring

- Review and evaluate agent calls and customer interactions
- Ensure alignment with:
- service standards
- communication expectations
- quality benchmarks

- Maintain consistent QA scoring and evaluation processes
- Identify trends, coaching opportunities, and recurring issues

Coaching & Team Development

- Conduct structured coaching sessions with agents
- Deliver actionable, performance-focused feedback
- Help agents improve:
- communication
- confidence
- professionalism
- consistency

- Drive measurable behavior and performance improvements

Training & Onboarding

- Own onboarding and training programs for new hires
- Create and improve:
- SOPs
- training materials
- QA documentation
- learning paths

- Ensure agents ramp quickly and perform confidently from day one

Reporting & Performance Insights

- Prepare:




- QA reports
- coaching summaries
- trend analysis
- performance dashboards

- Track training effectiveness and agent improvement over time
- Provide leadership visibility into team quality metrics

Operational Ownership

- Manage QA review cycles independently
- Maintain organized training schedules and documentation
- Ensure consistency across quality and coaching processes

? What We’re Looking For

Must-Haves

- Experience in:
- Quality Assurance
- Coaching
- Training
- Call Center Operations
- Customer Service Leadership

- Proven experience in high-volume support environments
- Fully bilingual:

- English
- Spanish

- Strong communication and feedback delivery skills
- Ability to coach performance professionally and confidently
- Strong organizational and documentation skills

⭐ Idóneo Candidate

- Detail-oriented with a strong focus on communication quality
- Comfortable holding agents accountable while supporting growth
- Self-managed and proactive
- Calm under pressure during coaching or escalation conversations
- Passionate about building a quality-driven culture

➕ Nice to Have

- Supervisory or team lead experience
- Experience in:
- healthcare
- patient services
- appointment scheduling
- concierge environments

- Familiarity with:

- QA scorecards
- call scoring frameworks




- CRM platforms
- customer service KPIs

? What a Typical Day Looks Like

- Review calls and evaluate agent performance
- Conduct coaching and feedback sessions
- Monitor QA trends and identify recurring gaps
- Improve onboarding and training materials
- Track agent progress and training outcomes
- Collaborate with operations leadership on quality improvements

In short:

You ensure the team delivers consistent, high-quality customer experiences while continuously improving performance.

? Success Looks Like

- Improved QA scores and service consistency
- Faster onboarding and ramp-up for new hires
- Coaching that creates measurable performance improvement
- Strong reporting visibility into team quality trends
- High-performing, quality-focused customer support culture

? Why This Role Stands Out

- Direct impact on team performance and customer experience
- Leadership-focused role with strong ownership
- Opportunity to shape training systems and QA processes
- Fully remote flexibility
- Fast-paced environment with visible operational impact

? Interview Process

Step 1: Initial Screening

- Communication skills
- QA/training background
- English & Spanish proficiency

Step 2: Client Interview

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

Step 3: Final Interview

- Leadership style
- Role ownership
- Team alignment

? Apply Now

If you:

- Love coaching and developing people
- Have strong QA or training experience
- Thrive in fast-paced customer service environments
- Want ownership and impact in a leadership role

This opportunity is built for you.

📌 QA & Training Supervisor (México)
🏢 Pavago
📍 México