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QA & Training Supervisor

2 hours, 49 minutes ago
Mexico, Brazil, Colombia
Full-time
Senior
QA Engineer
Quality Assurance and Testing
CRM
Apply Now
Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023
View All Jobs 60

Description

  • 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.
  • 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.
  • Design, implement, and continuously improve onboarding and training programs.
  • Develop training materials, documentation, and structured learning paths.
  • Prepare coaching reports, QA summaries, and performance trend analysis.
  • Track agent progress and training outcomes and provide visibility into team performance and quality metrics.
  • Manage the QA review cycle and training calendar independently while maintaining structured processes and documentation.

Requirements

  • Proven experience in a high-volume customer service or call center environment.
  • Strong background in QA, coaching, or training roles.
  • Fluent in English and Spanish, both written and verbal.
  • Excellent communication skills with a clear, structured, and professional style.
  • Strong organizational skills and ability to manage multiple priorities.
  • Ability to deliver feedback confidently while maintaining professionalism.
  • Detail-oriented with a strong ear for quality and communication.
  • Previous supervisory or team leadership experience is preferred.
  • Experience in patient services, scheduling, or healthcare-related environments is preferred.
  • Familiarity with QA frameworks, call scoring systems, or CRM tools is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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