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Pavago specializes in connecting businesses with top-tier offshore talent in operations, sales, and marketing, offering a comprehensive recruitment solution designed to reduce cost
QA & Training Supervisor
Location
Worldwide
Posted
81 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
QA & Training Supervisor
Pavago
Role Description 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. Responsibilities - 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. Qualifications - 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 - 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.
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