QA & Training Supervisor (Bilingual – English/Spanish) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours (CST)
Language Requirement: Fluent English & Spanish
About the Role
At Pavago, one of our clients is hiring a QA & Training Supervisor to lead quality assurance, coaching, training, and performance development across their Patient Concierge team.
This is not a passive call-monitoring role. You’ll take direct ownership of improving agent performance, communication quality, onboarding effectiveness, and overall customer experience.
The adecuado candidate has experience in high-volume customer service environments, knows how to evaluate calls objectively, and can turn performance gaps into actionable coaching and measurable improvement.
What You’ll OwnQuality Assurance & Performance Monitoring
Review and evaluate agent calls and customer interactions.
Assess performance against established:
Service standards
Communication expectations
QA benchmarks
Customer experience standards
Maintain consistent QA scoring and evaluation processes.




Identify recurring performance issues, communication gaps, and coaching opportunities.
Ensure quality standards are applied consistently across the team.
Coaching & Performance Development
Conduct structured one-on-one coaching sessions with agents.
Deliver clear, actionable, and performance-focused feedback.
Coach agents on:
Communication
Confidence
Professionalism
Call handling
Consistency
Create improvement plans where necessary.
Track progress and ensure coaching translates into measurable performance improvements.
Training & New-Hire Onboarding
Own training and onboarding programs for new Patient Concierge team members.
Develop and continuously improve:
SOPs
Training materials
QA documentation
Learning paths
Coaching resources
Help new hires ramp quickly and confidently.
Identify onboarding gaps and improve training based on actual agent performance.
Reporting & Performance Insights
Prepare regular:
QA repor

📌 QA & Training Supervisor (Colombia)
🏢 Pavago
📍 Colombia