layiq
/la·yiq/adjective
worthy; deserving; fitting; suitable.
A role, opportunity, or path that merits attention, time, and pursuit.
Loading LAYIQ…
Employer job description
From Pavago's posting. “We” and “our” refer to the employer.
- QA & Training Supervisor (Bilingual – English/Spanish)
- Position Type: Full-Time, Remote
- Working Hours: 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
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.
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
Employer posted:
Listing check
- Employer posted
- · 132 days ago
- Status
- Listed as a current opening
- Apply goes to
- Workable, the employer's hiring system
Posted over three months ago. Hiring can take months, so age alone is not a warning. If you are unsure, check the employer's careers page.
How to spot a ghost jobGhost Job Checker: check another job link
The checker shows whether the employer still lists a job.