Job Title

QA & Training Supervisor Location:Remote Working Hours:CSTAbout the Role On our client's behalf, we’re hiring aQA & Training Supervisorto 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 willown quality, drive improvement, and directly impact team performance .What You’ll Be Responsible For Quality Assurance & Performance MonitoringMonitor and evaluate agent interactions to ensure alignment with client expectations and service standardsIdentify performance gaps, trends, and areas for improvement across the teamMaintain consistent QA scoring and feedback processesCoaching & Agent DevelopmentConduct structured coaching sessions to improve agent performance and communicationDeliver clear, actionable feedback that drives measurable behavior changeSupport agents in building confidence, consistency, and service qualityTraining Program OwnershipDesign, implement, and continuously improve onboarding and training programsEnsure new hires are fully prepared to perform at a high level from day oneDevelop training materials, documentation, and structured learning pathsReporting & Performance InsightsPrepare coaching reports, QA summaries, and performance trend analysisTrack agent progress and training outcomesProvide visibility into team performance and quality metricsOperational OwnershipManage your QA review cycle and training calendar independentlyEnsure consistency in training delivery and quality standardsMaintain structured processes and documentation across all activitiesWhat We’re Looking For Must-HavesProven experience in a high-volume customer service or call center environmentStrong background in QA, coaching, or training rolesBilingual: Fluent inEnglish and Spanish(written and verbal)Excellent communication skills — clear, structured, and professionalStrong organizational skills and ability to manage multiple prioritiesAbility to deliver feedback confidently while maintaining professionalismIdeal CandidateDetail-oriented with a strong ear for quality and communicationComfortable holding others accountable while supporting their growthProactive and self-managed — doesn’t require constant oversightCalm under pressure and able to handle performance conversations effectivelyFocused on building a high-performance, quality-driven cultureNice to HavePrevious supervisory or team leadership experienceExperience in patient services, scheduling, or healthcare-related environmentsFamiliarity with QA frameworks, call scoring systems, or CRM toolsWhat Success Looks LikeConsistent improvement in agent performance and QA scoresNew hires ramp quickly and meet quality expectationsCoaching sessions lead to measurable behavior changeClear visibility into team performance through structured reportingA strong, consistent quality culture across the teamInterview Process (Short)Initial Screening Assess communication, QA experience, and bilingual proficiencyClient Interview Deep dive into coaching approach, QA methodology, and real scenariosFinal Interview Alignment on expectations, leadership style, and role ownership#J-18808-Ljbffr