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QA & Training Supervisor

6 hours, 34 minutes ago
Mexico, Brazil, Colombia
Full-time
Senior
QA Engineer
Quality Assurance and Testing
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 387

Description

  • Review and evaluate agent calls and customer interactions against service, communication, QA, and customer experience standards.
  • Maintain consistent QA scoring and evaluation processes across the team.
  • Identify recurring performance issues and turn them into coaching opportunities and improvement plans.
  • Conduct one-on-one coaching sessions and deliver clear, actionable feedback to agents.
  • Track agent progress and measure whether coaching leads to performance improvement.
  • Own training and onboarding for new Patient Concierge team members.
  • Develop and continuously improve SOPs, training materials, QA documentation, learning paths, and coaching resources.
  • Prepare QA reports, coaching summaries, trend analyses, and performance dashboards for leadership.
  • Manage QA review cycles, coaching schedules, and training documentation independently.
  • Collaborate with operations leadership to improve overall team performance.

Requirements

  • Fully bilingual in English and Spanish.
  • Experience in one or more of the following: QA, training, coaching, call center operations, or customer service leadership.
  • Experience working in a high-volume customer service environment.
  • Strong verbal and written communication skills.
  • Proven ability to provide constructive feedback and coach employees effectively.
  • Strong organizational, reporting, and documentation skills.
  • Comfortable holding team members accountable to performance standards.
  • Ability to work independently in a remote environment during CST business hours.
  • Previous Supervisor, Team Lead, QA Lead, or Training Lead experience is preferred.
  • Experience in healthcare, patient services, appointment scheduling, or concierge services is preferred.
  • Familiarity with QA scorecards, call-scoring frameworks, CRM platforms, customer service KPIs, and coaching or performance improvement plans is preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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