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