{"id":1153118,"url":"https://alion.io/job/pavago-qa-training-supervisor-4","title":"QA & Training Supervisor","company":{"id":1117,"name":"Pavago","domain":"pavago.co","url":"https://alion.io/company/pavago","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":158,"ghost_share":0,"stale_share":0.994,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-01T05:45:00Z"}},"role":"QA","role_family":"QA","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"UTC-8 – UTC-5","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["BR","MX"],"hiring_countries_total":2,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T18:59:19Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-01T16:34:12Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"QA & Training Supervisor (Bilingual - English/Spanish) - Remote\nPosition Type: Full-Time, Remote\nWorking Hours: U.S. Business Hours (CST)\nLanguage Requirement: Fluent English & Spanish\nAbout the Role\nAt 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.\nThis is not a passive call-monitoring role. You’ll take direct ownership of improving agent performance, communication quality, onboarding effectiveness, and overall customer experience.\nThe ideal 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.\nWhat You’ll Own\nQuality Assurance & Performance Monitoring\nReview and evaluate agent calls and customer interactions.\nAssess performance against established:\nService standards\nCommunication expectations\nQA benchmarks\nCustomer experience standards\nMaintain consistent QA scoring and evaluation processes.\nIdentify recurring performance issues, communication gaps, and coaching opportunities.\nEnsure quality standards are applied consistently across the team.\nCoaching & Performance Development\nConduct structured one-on-one coaching sessions with agents.\nDeliver clear, actionable, and performance-focused feedback.\nCoach agents on:\nCommunication\nConfidence\nProfessionalism\nCall handling\nConsistency\nCreate improvement plans where necessary.\nTrack progress and ensure coaching translates into measurable performance improvements.\nTraining & New-Hire Onboarding\nOwn training and onboarding programs for new Patient Concierge team members.\nDevelop and continuously improve:\nSOPs\nTraining materials\nQA documentation\nLearning paths\nCoaching resources\nHelp new hires ramp quickly and confidently.\nIdentify onboarding gaps and improve training based on actual agent performance.\nReporting & Performance Insights\nPrepare regular:\nQA reports\nCoaching summaries\nTrend analyses\nPerformance dashboards\nTrack QA scores, training effectiveness, and agent improvement over time.\nIdentify patterns across the team and recommend corrective actions.\nProvide leadership with clear visibility into quality and performance trends.\nQA & Training Operations\nManage QA review cycles independently.\nMaintain organized coaching and training schedules.\nKeep QA records and training documentation accurate and up to date.\nEnsure consistent execution of quality, coaching, and training processes.\nCollaborate with operations leadership to improve overall team performance.\nRequired Experience & Skills\nExperience in one or more of the following:\nQuality Assurance\nTraining\nCoaching\nCall Center Operations\nCustomer Service Leadership\nExperience working in a high-volume customer service environment.\nFully bilingual in English and Spanish.\nStrong verbal and written communication skills.\nProven ability to provide constructive feedback and coach employees effectively.\nStrong organizational, reporting, and documentation skills.\nComfortable holding team members accountable to performance standards.\nAbility to work independently in a remote environment during CST hours.\nPreferred Experience\nPrevious Supervisor, Team Lead, QA Lead, or Training Lead experience.\nExperience in:\nHealthcare\nPatient services\nAppointment scheduling\nConcierge services\nFamiliarity with:\nQA scorecards\nCall-scoring frameworks\nCRM platforms\nCustomer service KPIs\nCoaching and performance improvement plans\nWhat Makes You a Great Fit\nYou have a strong ear for communication quality and quickly recognize performance gaps.\nYou enjoy coaching and helping people improve.\nYou balance accountability with constructive support.\nYou are highly organized and consistent in how you evaluate performance.\nYou remain calm and professional during difficult coaching or escalation conversations.\nYou take ownership without requiring constant oversight.\nYou care about building a quality-driven, high-performing service culture.\nWhat a Typical Day Looks Like\nYou may:\nReview recorded calls and score agent performance.\nConduct coaching and feedback sessions.\nAnalyze QA trends and identify recurring performance gaps.\nTrack agent progress following coaching.\nTrain and onboard new Patient Concierge team members.\nUpdate SOPs, training materials, and QA documentation.\nPrepare performance reports for leadership.\nCollaborate with operations leaders on quality improvements.\nIn short: you ensure agents consistently deliver high-quality customer experiences while helping the team continuously improve.\nKey Metrics for Success (KPIs)\nImprovement in overall QA scores.\nIncreased consistency in customer service quality.\nMeasurable agent improvement following coaching.\nFaster and more effective new-hire ramp-up.\nTraining completion and effectiveness.\nAccurate and consistent QA evaluations.\nReduction in recurring communication and service issues.\nClear and reliable quality reporting for leadership.\nInterview Process\nStep 1: Initial Screening\nCommunication skills\nQA and training experience\nEnglish and Spanish proficiency\nStep 2: Client Interview\nCoaching methodology\nQA evaluation approach\nReal-world performance scenarios\nStep 3: Final Interview\nLeadership and accountability style\nOwnership and problem-solving\nTeam and operational alignment\nWhat Happens After You Apply\nRight after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video completes your application and can be recorded whenever it’s convenient.\nInstead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. You can record your video as many times as you’d like before submitting it-only your final submission will be reviewed.\nPlease keep an eye on both your inbox and spam folder for your Spark Hire invitation.\nApply Now\nIf you’re bilingual in English and Spanish, have strong QA, training, or coaching experience, and enjoy developing high-performing customer service teams, we’d love to hear from you.\nApply today and help build a consistent, quality-focused Patient Concierge experience.","description_format":"text","description_chars":6218,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":false},{"language":"English","level":"Proficiency (C2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Colombia","iso":null,"kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-09-23T18:59:19Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.628,"p_room":1,"age_days":7,"expected_fill_days":28,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/pavago-qa-training-supervisor-4","json_url":"https://alion.io/job/pavago-qa-training-supervisor-4.json","meta":{"generated_at":"2026-10-02T00:54:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":971,"day_limit":5000,"remaining_today":4029,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}