QA & Training Supervisor at Pavago

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

16 Jul, 26

Salary

0.0

Posted On

17 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Training, Coaching, Performance Monitoring, Bilingual, English, Spanish, Communication, Leadership, Customer Service, Call Center Management, Data Analysis, Reporting, Onboarding, CRM Tools

Industry

Staffing and Recruiting

Description

QA & Training Supervisor Location: Remote Working Hours: CST About the Role On our client's behalf, we’re hiring a QA & Training Supervisor to lead their quality and performance across our Patient Concierge team. This role sits at the core of our operations — ensuring every agent interaction meets a high standard while actively developing team performance through structured coaching and training. This is not a passive QA role. You will own quality, drive improvement, and directly impact team performance. What You’ll Be Responsible ForQuality Assurance & Performance Monitoring Monitor and evaluate agent interactions to ensure alignment with client expectations and service standards Identify performance gaps, trends, and areas for improvement across the team Maintain consistent QA scoring and feedback processes Coaching & Agent Development Conduct structured coaching sessions to improve agent performance and communication Deliver clear, actionable feedback that drives measurable behavior change Support agents in building confidence, consistency, and service quality Training Program Ownership Design, implement, and continuously improve onboarding and training programs Ensure new hires are fully prepared to perform at a high level from day one Develop training materials, documentation, and structured learning paths Reporting & Performance Insights Prepare coaching reports, QA summaries, and performance trend analysis Track agent progress and training outcomes Provide visibility into team performance and quality metrics Operational Ownership Manage your QA review cycle and training calendar independently Ensure consistency in training delivery and quality standards Maintain structured processes and documentation across all activities What We’re Looking ForMust-Haves Proven experience in a high-volume customer service or call center environment Strong background in QA, coaching, or training roles Bilingual: Fluent in English and Spanish (written and verbal) Excellent communication skills — clear, structured, and professional Strong organizational skills and ability to manage multiple priorities Ability to deliver feedback confidently while maintaining professionalism Ideal Candidate Detail-oriented with a strong ear for quality and communication Comfortable holding others accountable while supporting their growth Proactive and self-managed — doesn’t require constant oversight Calm under pressure and able to handle performance conversations effectively Focused on building a high-performance, quality-driven culture Nice to Have Previous supervisory or team leadership experience Experience in patient services, scheduling, or healthcare-related environments Familiarity with QA frameworks, call scoring systems, or CRM tools What Success Looks Like Consistent improvement in agent performance and QA scores New hires ramp quickly and meet quality expectations Coaching sessions lead to measurable behavior change Clear visibility into team performance through structured reporting A strong, consistent quality culture across the team Interview Process (Short) Initial Screening Assess communication, QA experience, and bilingual proficiency Client Interview Deep dive into coaching approach, QA methodology, and real scenarios Final Interview Alignment on expectations, leadership style, and role ownership

Responsibilities

The QA & Training Supervisor will lead quality and performance initiatives for the Patient Concierge team by monitoring interactions and conducting structured coaching. They are responsible for designing and implementing onboarding programs while providing actionable performance insights through reporting.