QA & Training Supervisor
Pavago
QA & Training Supervisor
Pavago· Candidate Sourcing
About this role
QA & Training Supervisor (Bilingual – English/Spanish)
Position Type: Full-Time, Remote
Working Hours: 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
Requirements
Must-Have Experience & Skills
- 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
Ideal 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.
Key Metrics for Success (KPIs)
- 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 and 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.
Frequently Asked Questions
Is the salary disclosed for the QA & Training Supervisor position at Pavago?
The salary for this QA & Training Supervisor role at Pavago is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the QA & Training Supervisor job at Pavago remote?
Yes, this QA & Training Supervisor position at Pavago is remote, with team members based in Remote, United States. You can work from home or anywhere in the supported regions.
Which team or department does the QA & Training Supervisor at Pavago belong to?
This QA & Training Supervisor position is part of the Candidate Sourcing department at Pavago. See the full job description for more information about the team structure and responsibilities.
How do I apply for the QA & Training Supervisor position at Pavago?
Click the "Apply Now" button on this page. You will be redirected to Pavago's official application portal hosted on workable where you can submit your application directly.
When was the QA & Training Supervisor job at Pavago posted?
This QA & Training Supervisor position at Pavago was posted on Jun 10, 2026. Apply as soon as possible — early applications are often reviewed first.
QA & Training Supervisor
Pavago
You'll be redirected to Pavago's official application page on workable.