Job description
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
Want ownership and impact in a leadership role
This opportunity is built for you.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.