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Pavago
Júnior · Remoto
Supervisor de QA e Treinamento bilíngue (Inglês/Espanhol) para liderar a qualidade, coaching e desenvolvimento de performance da equipe de Patient Concierge. O profissional será responsável por monitorar interações, conduzir sessões de feedback, desenvolver programas de treinamento e garantir a consistência e excelência no atendimento ao cliente.
🎧 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 app
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