Job Description
QA & Training Supervisor
Location: Remote
Working Hours: CST
About the Role
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.
What You’ll Be Responsible For
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
What We’re Looking For
Must-Haves
- 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 (Short)
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
