QA & Training Supervisor

Pavago • Brazil • Colombia

No Relocation

Posted: May 17, 2026

Job 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

⭐ 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.

📊 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 (Bilingual – English/Spanish)Full-Time | Remote | CST Hours🚀 About the RoleWe’re hiring a QA & Training Supervisor for one of our clients to lead quality, coaching, and performance development across their Pat...

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