QA & Training Supervisor

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.