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:
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Thrives in high-volume customer service environments
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Loves coaching and developing people
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Has a strong ear for communication quality
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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 OwnQuality Assurance & Performance Monitoring-
Review and evaluate agent calls and customer interactions
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Ensure alignment with:
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service standards
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communication expectations
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quality benchmarks
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Maintain consistent QA scoring and evaluation processes
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Identify trends, coaching opportunities, and recurring issues
Coaching & Team Development-
Conduct structured coaching sessions with agents
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Deliver actionable, performance-focused feedback
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Help agents improve:
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communication
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confidence
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professionalism
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consistency
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Drive measurable behavior and performance improvements
Training & Onboarding-
Own onboarding and training programs for new hires
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Create and improve:
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SOPs
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training materials
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QA documentation
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learning paths
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Ensure agents ramp quickly and perform confidently from day one
Reporting & Performance Insights-
Prepare:
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QA reports
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coaching summaries
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trend analysis
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performance dashboards
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Track training effectiveness and agent improvement over time
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Provide leadership visibility into team quality metrics
Operational Ownership-
Manage QA review cycles independently
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Maintain organized training schedules and documentation
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Ensure consistency across quality and coaching processes
What We’re Looking ForMust-Haves-
Experience in:
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Quality Assurance
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Coaching
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Training
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Call Center Operations
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Customer Service Leadership
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Proven experience in high-volume support environments
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Fully bilingual:
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Strong communication and feedback delivery skills
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Ability to coach performance professionally and confidently
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Strong organizational and documentation skills
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Detail-oriented with a strong focus on communication quality
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Comfortable holding agents accountable while supporting growth
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Self-managed and proactive
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Calm under pressure during coaching or escalation conversations
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Passionate about building a quality-driven culture
➕ Nice to Have-
Supervisory or team lead experience
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Experience in:
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healthcare
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patient services
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appointment scheduling
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concierge environments
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Familiarity with:
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QA scorecards
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call scoring frameworks
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CRM platforms
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customer service KPIs
What a Typical Day Looks Like-
Review calls and evaluate agent performance
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Conduct coaching and feedback sessions
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Monitor QA trends and identify recurring gaps
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Improve onboarding and training materials
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Track agent progress and training outcomes
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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
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Faster onboarding and ramp-up for new hires
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Coaching that creates measurable performance improvement
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Strong reporting visibility into team quality trends
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High-performing, quality-focused customer support culture
Why This Role Stands Out-
Direct impact on team performance and customer experience
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Leadership-focused role with strong ownership
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Opportunity to shape training systems and QA processes
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Fully remote flexibility
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Fast-paced environment with visible operational impact
Interview ProcessStep 1: Initial Screening-
Communication skills
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QA/training background
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English & Spanish proficiency
Step 2: Client Interview-
Coaching approach
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QA methodology
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Real-world performance scenarios
Step 3: Final Interview-
Leadership style
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Role ownership
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Team alignment
Apply Now
If you:
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Love coaching and developing people
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Have strong QA or training experience
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Thrive in fast-paced customer service environments
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Want ownership and impact in a leadership role
This opportunity is built for you.
