QA & Training Supervisor at Pavago in Mexico, MX

🎧 QA & Training Supervisor (Bilingual – English/Spanish)

Full-Time | Remote | CST Hours

🚀 About the Role

We’re hiring a QA & Training Supervisor for one of our clients to lead quality, coaching, and performance development across their Patient Concierge team.

This role is ideal for someone who:

• Thrives in high-volume customer service environments
• Loves coaching and developing people
• 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

🔥 What We’re Looking For

Must-Haves

• 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.

📊 Success Looks Like

• 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 & 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.