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 OwnQuality 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 presente agent p

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