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QA & Training Supervisor

6 hours, 57 minutes ago
Mexico, Brazil, Colombia
Full-time
Lead
Manual QA Tester
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 351

Description

  • Review and score agent calls and customer interactions against service, communication, QA, and customer experience standards.
  • Identify recurring performance issues and ensure consistent QA evaluation practices.
  • Conduct structured one-on-one coaching and provide actionable feedback on communication, professionalism, call handling, and consistency.
  • Create improvement plans, track agent progress, and measure coaching effectiveness.
  • Own new-hire training and onboarding programs for Patient Concierge team members.
  • Develop and maintain 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, records, and training documentation.
  • Collaborate with operations leadership to recommend quality improvements and corrective actions.

Requirements

  • Experience in quality assurance, training, coaching, call center operations, or customer service leadership.
  • Experience working in a high-volume customer service environment.
  • Fluency in English and Spanish.
  • Strong verbal and written communication skills.
  • Demonstrated ability to provide constructive feedback and coach employees effectively.
  • Strong organizational, reporting, and documentation skills.
  • Ability to hold team members accountable to performance standards.
  • Ability to work independently in a remote environment during CST hours.
  • Previous Supervisor, Team Lead, QA Lead, or Training Lead experience (preferred).
  • Experience in healthcare, patient services, appointment scheduling, or concierge services, plus familiarity with QA scorecards, CRM platforms, customer service KPIs, and performance improvement plans (preferred).

Benefits

  • Full-time remote position.
  • Work during U.S. business hours in the CST time zone.
  • Opportunity to lead quality and training programs for a Patient Concierge team.
  • Flexible recorded Spark Hire intro-video application process.

Interested in this position?

Apply directly on the company website

Apply Now

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