QA & Training Supervisor

Description

Summary: Seeking a bilingual QA & Training Supervisor to lead quality, coaching, and performance development for a Patient Concierge team, driving agent improvement and consistent customer experiences. Highlights: 1. Directly impact agent performance and customer experience 2. Leadership-focused role with strong ownership 3. Opportunity to shape training systems and QA processes **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: * + 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. **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.