QA & Training Supervisor
MiddleRemoteSalary undisclosed
Required Skills
Apache Spark
Job Description
QA & Training Supervisor (Bilingual – English/Spanish) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (CST)
Language Requirement: Fluent English & Spanish
About the Role
At Pavago, one of our clients is hiring a QA & Training Supervisor to lead quality assurance, coaching, training, and performance development across their Patient Concierge team.
This is not a passive call-monitoring role. You’ll take direct ownership of improving agent performance, communication quality, onboarding effectiveness, and overall customer experience.
The ideal candidate has experience in high-volume customer service environments, knows how to evaluate calls objectively, and can turn performance gaps into actionable coaching and measurable improvement.
What You’ll Own
Quality Assurance & Performance Monitoring
- Review and evaluate agent calls and customer interactions.
- Assess performance against established:
- Service standards
- Communication expectations
- QA benchmarks
- Customer experience standards
- Maintain consistent QA scoring and evaluation processes.
- Identify recurring performance issues, communication gaps, and coaching opportunities.
- Ensure quality standards are applied cons
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