QA & Training Supervisor

QA & Training Supervisor role leading quality, coaching, and performance development for a Patient Concierge team. You’ll oversee Quality Assurance & Performance Monitoring, review agent calls and customer interactions, ensure alignment with service standards and quality benchmarks, maintain QA scoring and evaluation processes, identify coaching opportunities, and drive measurable improvements. You’ll lead structured coaching sessions, deliver actionable feedback to agents, own onboarding and training programs, create and improve SOPs and training materials, develop QA documentation and learning paths, and track training effectiveness through QA reports, coaching summaries, and performance dashboards. You’ll provide leadership visibility into team quality metrics, manage QA review cycles, and ensure consistent QA and coaching processes. Ideal candidate brings experience in QA, coaching, training, and call center operations, with strong English/Spanish bilingual communication, organizational skills, and a proactive, accountable leadership style. Fully remote work arrangement with CST hours and a focus on healthcare/patient-services context is noted in the posting.