QA & Training Supervisor

17 hours, 24 minutes ago
Full-time
Lead
Quality Assurance and Testing
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

Description

  • Review and evaluate agent calls and customer interactions against service standards, communication expectations, and quality benchmarks.
  • Maintain consistent QA scoring and evaluation processes across the team.
  • Identify quality trends, coaching opportunities, and recurring performance issues.
  • Conduct structured coaching sessions and deliver actionable performance feedback to agents.
  • Support agents in improving communication confidence, professionalism, and consistency.
  • Own onboarding and training programs for new hires.
  • Create and improve SOPs, training materials, QA documentation, and learning paths.
  • Prepare QA reports, coaching summaries, trend analysis, and performance dashboards.
  • Track training effectiveness and agent improvement over time.
  • Manage QA review cycles, training schedules, and documentation independently.

Requirements

  • Experience in quality assurance, coaching, training, call center operations, customer service, or leadership.
  • Proven experience in high-volume support environments.
  • Fully bilingual in English and Spanish.
  • Strong communication skills and the ability to deliver feedback effectively.
  • Ability to coach performance professionally and confidently.
  • Strong organizational and documentation skills.
  • Detail-oriented with a strong focus on communication quality.
  • Comfortable holding agents accountable while supporting growth.
  • Self-managed, proactive, and calm under pressure.
  • Supervisory or team lead experience is preferred.
  • Experience in healthcare, patient services, appointment scheduling, or concierge environments is preferred.
  • Familiarity with QA scorecards, call scoring frameworks, CRM platforms, and customer service KPIs is preferred.

Benefits

  • Fully remote work arrangement.
  • Full-time role with CST hours.
  • Leadership-focused position with strong ownership.
  • Opportunity to shape training systems and QA processes.
  • Fast-paced environment with visible operational impact.
  • Direct impact on team performance and customer experience.

Interested in this position?

Apply directly on the company website

Apply Now

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