Pavago
Staffing and Recruiting
QA&TrainingSupervisor
Neural analysis suggests this role is
optimal for Mid+ candidates.
“QA & Training Supervisor at Pavago. Skills: Quality Assurance, Coaching, Training, performance development, service quality, onboarding success, team consistency, customer experience. Review and evaluate agent calls and customer interactions. Ensure alignment with service standards, communication expectations, and quality benchmarks”
What You'll Achieve.
Improved QA scores and service consistency; Faster onboarding and ramp-up for new hires; Coaching that creates measurable performance improvement; reporting visibility into team quality trends; High-performing, quality-focused customer support culture
Industry & Context.
Identify performance gaps and drive measurable improvement; Identify trends, coaching opportunities, and recurring issues
What They're Looking For.
Must Have
Quality Assurance experience, Coaching experience, Training experience, Call Center Operations experience, Customer Service Leadership experience, Proven experience in high-volume support environments, Fully bilingual: English, Fully bilingual: Spanish, communication skills, feedback delivery skills, Ability to coach performance professionally and confidently, organizational skills, documentation skills
Nice to Have
Detail-oriented with a focus on communication quality, Comfortable holding agents accountable while supporting growth, Self-managed and proactive, Calm under pressure during coaching or escalation conversations, Passionate about building a quality-driven culture, Supervisory or team lead experience, Experience in healthcare, Experience in patient services, Experience in appointment scheduling, Experience in concierge environments, Familiarity with QA scorecards, Familiarity with call scoring frameworks, Familiarity with CRM platforms, Familiarity with customer service KPIs
What You'll Do.
Review and evaluate agent calls and customer interactions
Ensure alignment with service standards
communication expectations
and quality benchmarks
Maintain consistent QA scoring and evaluation processes
coaching opportunities
Conduct structured coaching sessions with agents
performance-focused feedback
Help agents improve communication
Drive measurable behavior and performance improvements
Own onboarding and training programs for new hires
Create and improve SOPs
Ensure agents ramp quickly and perform confidently from day one
and performance dashboards
Track training effectiveness and agent improvement over time
Provide leadership visibility into team quality metrics
Manage QA review cycles independently
Maintain organized training schedules and documentation
Ensure consistency across quality and coaching processes
How You'll Work.
Team & Collaboration
Collaborate with operations leadership on quality improvements
Communication Scope
communication quality; communication expectations; communication skills; feedback delivery skills; communication
Full Job Description
### **🎧 QA & Training Supervisor (Bilingual – English/Spanish)** **Full-Time | Remote | CST Hours** ### **🚀 About the Role** We’re hiring a **QA & Training Supervisor** for one of our clients to lead quality, coaching, and performance development across their Patient Concierge team. This role is ideal for someone who: * Thrives in high-volume customer service environments * Loves coaching and developing people * Has a strong ear for communication quality * Can identify performance gaps and drive measurable improvement This is **not** a passive QA monitoring role. You’ll directly impact: ✅ agent performance ✅ service quality ✅ onboarding success ✅ team consistency ✅ customer experience If you enjoy building high-performing support teams and helping agents improve every day, this role is a strong fit. ### **💻 What You’ll Own** ### **Quality Assurance & Performance Monitoring** * Review and evaluate agent calls and customer interactions * Ensure alignment with: * service standards * communication expectations * quality benchmarks * Maintain consistent QA scoring and evaluation processes * Identify trends, coaching opportunities, and recurring issues ### **Coaching & Team Development** * Conduct structured coaching sessions with agents * Deliver actionable, performance-focused feedback * Help agents improve: * communication * confidence * professionalism * consistency * Drive measurable behavior and performance improvements ### **Training & Onboarding** * Own onboarding and training programs for new hires * Create and improve: * SOPs * training materials * QA documentation * learning paths * Ensure agents ramp quickly and perform confidently from day one ### **Reporting & Performance Insights** * Prepare: * QA reports * coaching summaries * trend analysis * performance dashboards * Track training effectiveness and agent improvement over time * Provide leadership visibility into team quality metrics ### **Operational Ownership** * Manage QA review cycles independently
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