QA & Training Supervisor
Pavago • Brazil • Mexico
No Relocation
Posted: April 17, 2026
Job 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 For
Quality 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 For
Must-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
Additional Content
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 For
Quality 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 For
Must-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