🎧 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
- Maintain organized training schedules and documentation
- Ensure consistency across quality and coaching processes
🔥 What We’re Looking For
Must-Haves
- Experience in:
- Quality Assurance
- Coaching
- Training
- Call Center Operations
- Customer Service Leadership
- Proven experience in high-volume support environments
- Fully bilingual:
- 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.
📊 Success Looks Like
- 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 & 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.