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