QA & Training Supervisor

* Has a strong ear for communication quality
* Can identify performance gaps and drive measurable improvement

This is not a passive QA monitoring role.

You’ll directly impact:

* Agent performance
* Service quality
* Onboarding success
* Team consistency
* Customer experience

If you enjoy building high-performing support teams and helping agents improve every day, this role is a strong fit.

What You’ll Own

Quality Assurance & Performance Monitoring

* Review and evaluate agent calls and customer interactions
* Ensure alignment with:
* Service standards
* Communication expectations
* Quality benchmarks

* Maintain consistent QA scoring and evaluation processes
* Identify trends, coaching opportunities, and recurring issues

Coaching & Team Development

* Conduct structured coaching sessions with agents
* Deliver actionable, performance-focused feedback
* Help agents improve:
* Communication
* Confidence
* Professionalism
* Consistency

* Drive measurable behavior and performance improvements

Training & Onboarding

* Own onboarding and training programs for new hires
* Create and improve:
* SOPs
* Training materials
* QA documentation
* Learning paths

* Ensure agents ramp quickly and perform confidently from day one

Reporting & Performance Insights

* Prepare:
* QA reports
* Coaching summaries
* Trend analysis
* Performance dashboards

* Track training effectiveness and agent improvement over time
* Provide leadership visibility into team quality metrics

Operational Ownership

* Manage QA review cycles independently
* Maintain organized training schedules and documentation
* Ensure consistency across quality and coaching processes

Requirements

Must-Have Experience & Skills

* Experience in:
* Quality Assurance
* Coaching
* Training
* Call Center Operations
* Customer Service Leadership

* Proven experience in high-volume support environments
* Fully bilingual:
* English
* Spanish

* Strong communication and feedback delivery skills
* Ability to coach performance professionally and confidently
* Strong organizational and documentation skills

Ideal Candidate

* Detail-oriented with a strong focus on communication quality
* Comfortable holding agents accountable while supporting growth
* Self-managed and proactive
* Calm under pressure during coaching or escalation conversations
* Passionate about building a quality-driven culture

Nice to Have

* Supervisory or team lead experience
* Experience in:
* Healthcare
* Patient services
* Appointment scheduling
* Concierge environments

* Familiarity with:
* QA scorecards
* Call scoring frameworks
* CRM platforms
* Customer service KPIs

What a Typical Day Looks Like

* Review calls and evaluate agent performance
* Conduct coaching and feedback sessions
* Monitor QA trends and identify recurring gaps
* Improve onboarding and training materials
* Track agent progress and training outcomes
* Collaborate with operations leadership on quality improvements

In short: You ensure the team delivers consistent, high-quality customer experiences while continuously improving performance.

Key Metrics for Success (KPIs)

* Improved QA scores and service consistency
* Faster onboarding and ramp-up for new hires
* Coaching that creates measurable performance improvement
* Strong reporting visibility into team quality trends
* High-performing, quality-focused customer support culture

Why This Role Stands Out

* Direct impact on team performance and customer experience
* Leadership-focused role with strong ownership
* Opportunity to shape training systems and QA processes
* Fully remote flexibility
* Fast-paced environment with visible operational impact

Interview Process

Step 1: Initial Screening

* Communication skills
* QA/training background
* English and Spanish proficiency

Step 2: Client Interview

* Coaching approach
* QA methodology
* Real-world performance scenarios

Step 3: Final Interview

* Leadership style
* Role ownership
* Team alignment

Apply Now

If you:

* Love coaching and developing people
* Have strong QA or training experience
* Thrive in fast-paced customer service environments
* Want ownership and impact in a leadership role

This opportunity is built for you.