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