QA & Training Supervisor - job 2 of 2

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)

1. Initial Screening
   Assess communication, QA experience, and bilingual proficiency
2. Client Interview
   Deep dive into coaching approach, QA methodology, and real scenarios
3. Final Interview
   Alignment on expectations, leadership style, and role ownership