QA & Training Supervisor

Description

Summary: Seeking a proactive QA & Training Supervisor to lead quality and performance for a Patient Concierge team through structured coaching, training, and operational ownership. Highlights: 1. Lead quality and drive improvement in a core operations role. 2. Develop team performance through structured coaching and training. 3. Own quality, impact team performance, and build a strong culture. **QA \& Training Supervisor** **Location:** Remote **Working Hours:** CST **About the Role** On our client's behalf, we’re hiring a **QA \& Training Supervisor** to lead their quality and performance across our Patient Concierge team. This role sits at the core of our operations — ensuring every agent interaction meets a high standard while actively developing team performance through structured coaching and training. This is not a passive QA role. You will **own quality, drive improvement, and directly impact team performance**. **What You’ll Be Responsible For****Quality Assurance \& Performance Monitoring*** Monitor and evaluate agent interactions to ensure alignment with client expectations and service standards * Identify performance gaps, trends, and areas for improvement across the team * Maintain consistent QA scoring and feedback processes **Coaching \& Agent Development*** Conduct structured coaching sessions to improve agent performance and communication * Deliver clear, actionable feedback that drives measurable behavior change * Support agents in building confidence, consistency, and service quality **Training Program Ownership*** Design, implement, and continuously improve onboarding and training programs * Ensure new hires are fully prepared to perform at a high level from day one * Develop training materials, documentation, and structured learning paths **Reporting \& Performance Insights*** Prepare coaching reports, QA summaries, and performance trend analysis * Track agent progress and training outcomes * Provide visibility into team performance and quality metrics **Operational Ownership*** Manage your QA review cycle and training calendar independently * Ensure consistency in training delivery and quality standards * Maintain structured processes and documentation across all activities **What We’re Looking For****Must\-Haves*** Proven experience in a high\-volume customer service or call center environment * Strong background in QA, coaching, or training roles * Bilingual: Fluent in **English and Spanish** (written and verbal) * Excellent communication skills — clear, structured, and professional * Strong organizational skills and ability to manage multiple priorities * Ability to deliver feedback confidently while maintaining professionalism **Ideal Candidate*** Detail\-oriented with a strong ear for quality and communication * Comfortable holding others accountable while supporting their growth * Proactive and self\-managed — doesn’t require constant oversight * Calm under pressure and able to handle performance conversations effectively * Focused on building a high\-performance, quality\-driven culture **Nice to Have*** Previous supervisory or team leadership experience * Experience in patient services, scheduling, or healthcare\-related environments * Familiarity with QA frameworks, call scoring systems, or CRM tools **What Success Looks Like*** Consistent improvement in agent performance and QA scores * New hires ramp quickly and meet quality expectations * Coaching sessions lead to measurable behavior change * Clear visibility into team performance through structured reporting * A strong, consistent quality culture across the team **Interview Process (Short)*** **Initial Screening** Assess communication, QA experience, and bilingual proficiency * **Client Interview** Deep dive into coaching approach, QA methodology, and real scenarios * **Final Interview** Alignment on expectations, leadership style, and role ownership