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.