QA & Training Supervisor

At 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.

This is not a passive call-monitoring role. You’ll take direct ownership of improving agent performance, communication quality, onboarding effectiveness, and overall customer experience.

The 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.

What You’ll Own

Quality Assurance & Performance Monitoring

• Review and evaluate agent calls and customer interactions.
• Assess performance against established:
• Service standards
• Communication expectations
• QA benchmarks
• Customer experience standards
• Maintain consistent QA scoring and evaluation processes.
• Identify recurring performance issues, communication gaps, and coaching opportunities.
• Ensure quality standards are applied consistently across the team.

Coaching & Performance Development

• Conduct structured one-on-one coaching sessions with agents.
• Deliver clear, actionable, and performance-focused feedback.
• Coach agents on:
• Communication
• Confidence
• Professionalism
• Call handling
• Consistency
• Create improvement plans where necessary.
• Track progress and ensure coaching translates into measurable performance improvements.

Training & New-Hire Onboarding

• Own training and onboarding programs for new Patient Concierge team members.
• Develop and continuously improve:
• SOPs
• Training materials
• QA documentation
• Learning paths
• Coaching resources
• Help new hires ramp quickly and confidently.
• Identify onboarding gaps and improve training based on actual agent performance.

Reporting & Performance Insights

• Prepare regular:
• QA reports
• Coaching summaries
• Trend analyses
• Performance dashboards
• Track QA scores, training effectiveness, and agent improvement over time.
• Identify patterns across the team and recommend corrective actions.
• Provide leadership with clear visibility into quality and performance trends.

QA & Training Operations

• Manage QA review cycles independently.
• Maintain organized coaching and training schedules.
• Keep QA records and training documentation accurate and up to date.
• Ensure consistent execution of quality, coaching, and training processes.
• Collaborate with operations leadership to improve overall team performance.