QA & Training Supervisor

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 independently - Maintain organized training schedules and documentation - Ensure consistency across quality and coaching processes Requirements Must-Have Experience & Skills - Experience in: - Quality Assurance - Coaching - Training - Call Center Operations - Customer Service Leadership - Proven experience in high-volume support environments - Fully bilingual: - English - Spanish - Strong communication and feedback delivery skills - Ability to coach performance professionally and confidently - Strong organizational and documentation skills Ideal Candidate - Detail-oriented with a strong 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 Nice to Have - Supervisory or team lead experience - Experience in: - Healthcare - Patient services - Appointment scheduling - Concierge environments - Familiarity with: - QA scorecards - Call scoring frameworks - CRM platforms - Customer service KPIs What a Typical Day Looks Like - Review calls and evaluate agent performance - Conduct coaching and feedback sessions - Monitor QA trends and identify recurring gaps - Improve onboarding and training materials - Track agent progress and training outcomes - Collaborate with operations leadership on quality improvements In short: You ensure the team delivers consistent, high-quality customer experiences while continuously improving performance. Key Metrics for Success (KPIs) - Improved QA scores and service consistency - Faster onboarding and ramp-up for new hires - Coaching that creates measurable performance improvement - Strong reporting visibility into team quality trends - High-performing, quality-focused customer support culture Why This Role Stands Out - Direct impact on team performance and customer experience - Leadership-focused role with strong ownership - Opportunity to shape training systems and QA processes - Fully remote flexibility - Fast-paced environment with visible operational impact Interview Process Step 1: Initial Screening - Communication skills - QA/training background - English and Spanish proficiency Step 2: Client Interview - Coaching approach - QA methodology - Real-world performance scenarios Step 3: Final Interview - Leadership style - Role ownership - Team alignment Apply Now If you: - Love coaching and developing people - Have strong QA or training experience - Thrive in fast-paced customer service environments - Want ownership and impact in a leadership role This opportunity is built for you.