QA & Training Supervisor

23 hours, 16 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 score agent calls and customer interactions against service, communication, QA, and customer experience standards.
  • Conduct structured one-on-one coaching sessions and provide actionable feedback.
  • Create improvement plans, track agent progress, and drive measurable performance gains.
  • Own new-hire training and onboarding programs for Patient Concierge team members.
  • Develop and update SOPs, training materials, QA documentation, learning paths, and coaching resources.
  • Prepare QA reports, coaching summaries, trend analyses, and performance dashboards.
  • Manage QA review cycles, coaching schedules, records, and training documentation.
  • Identify recurring performance gaps and recommend corrective actions to leadership.
  • Collaborate with operations leadership to improve team performance and customer experience.

Requirements

  • Experience in quality assurance, training, coaching, call center operations, or customer service leadership.
  • Experience 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 U.S. business hours in CST.
  • Previous Supervisor, Team Lead, QA Lead, or Training Lead experience preferred.
  • Experience in healthcare, patient services, appointment scheduling, or concierge services preferred; familiarity with QA scorecards, CRM platforms, customer service KPIs, and performance improvement plans is also preferred.

Benefits

  • Full-time remote position.
  • Work during U.S. business hours in the Central Time Zone.
  • Flexible, self-recorded Spark Hire introductory video application process.

Interested in this position?

Apply directly on the company website

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