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 Monitoring. Review and evaluate agent calls. Evaluate customer interactions”
What You'll Achieve.
Improved QA scores; Improved service consistency; Faster onboarding; Faster ramp-up for new hires; Measurable performance improvement; Reporting visibility into team quality trends; High-performing, quality-focused customer support culture; Agent performance; Service quality; Onboarding success; Team consistency; Customer experience
Industry & Context.
Identify performance gaps; Identify trends; Identify coaching opportunities; Identify recurring issues
Bilingual – English/Spanish, CST Hours
What They're Looking For.
Must Have
Quality Assurance, Coaching, Training, Call Center Operations, Customer Service Leadership, Proven experience in high-volume support environments, Fully bilingual: English, Fully bilingual: Spanish, communication and feedback delivery skills, Ability to coach performance professionally and confidently, organizational and 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
Evaluate customer interactions
Maintain consistent QA scoring
Maintain evaluation processes
Identify coaching opportunities
Identify recurring issues
Conduct structured coaching sessions
Deliver actionable feedback
Drive measurable behavior improvements
Drive measurable performance improvements
Own onboarding programs
Own training programs
Create training materials
Improve training materials
Create QA documentation
Improve QA documentation
Create learning paths
Improve learning paths
Prepare coaching summaries
Prepare trend analysis
Prepare performance dashboards
Track training effectiveness
Track agent improvement
Manage QA review cycles
Maintain organized training schedules
Maintain documentation
Ensure consistency across quality processes
Ensure consistency across 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
Process & Methodology
Manage QA review cycles independently, Maintain organized training schedules, Maintain documentation
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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