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, Customer Service Leadership. Review agent calls. Evaluate agent interactions”
What You'll Achieve.
Improved QA scores; Improved service consistency; Faster onboarding; Faster ramp-up; Measurable performance improvement; Reporting visibility into trends; Quality-focused culture
Industry & Context.
Identify performance gaps; Identify trends; Identify coaching opportunities; Identify recurring issues
What They're Looking For.
Must Have
Quality Assurance experience, Coaching experience, Training experience, Call Center Operations experience, Customer Service Leadership experience, High-volume support environments experience, Fully bilingual English/Spanish, Communication skills, Feedback delivery skills, Coach performance professionally, Coach performance confidently, Organizational skills, Documentation skills
Nice to Have
Supervisory experience, Team lead experience, Healthcare experience, Patient services experience, Appointment scheduling experience, Concierge environments experience, QA scorecards familiarity, Call scoring frameworks familiarity, CRM platforms familiarity, Customer service KPIs familiarity
What You'll Do.
Evaluate agent interactions
Ensure alignment with service standards
Ensure alignment with communication expectations
Ensure alignment with quality benchmarks
Maintain consistent QA scoring
Maintain consistent evaluation processes
Identify coaching opportunities
Identify recurring issues
Conduct structured coaching sessions
Deliver actionable feedback
Deliver performance-focused feedback
Help agents improve communication
Help agents improve confidence
Help agents improve professionalism
Help agents improve consistency
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
Ensure agents ramp quickly
Ensure agents perform confidently
Prepare coaching summaries
Prepare trend analysis
Prepare performance dashboards
Track training effectiveness
Track agent improvement
Provide leadership visibility
Manage QA review cycles
Maintain organized training schedules
Maintain organized documentation
Ensure consistency across quality processes
Ensure consistency across coaching processes
How You'll Work.
Team & Collaboration
Operations leadership
Communication Scope
Feedback delivery
Full Job Description
### **QA & Training Supervisor (Bilingual – English/Spanish)** **Position Type:** Full-Time, Remote **Working Hours:** 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
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