质量与培训主管
QA & Training Supervisor
QA与培训主管（双语——英语/西班牙语）
职位类型：全职，远程办公
工作时间：CST时间
职位简介
我们正在为一家客户招聘一名QA与培训主管，负责领导其患者接待团队的质量、辅导和绩效发展。
此职位适合以下人员：
- 在高流量客户服务环境中表现出色
- 热衷于辅导和发展他人
- 对沟通质量有敏锐的判断力
- 能够识别绩效差距并推动可衡量的改进
这不是一个被动的QA监控职位。
你将直接影响：
- 代理人的表现
- 服务质量
- 入职成功率
- 团队一致性
- 客户体验
如果你喜欢打造高绩效的支持团队，并帮助代理每天进步，这个职位非常适合你。
你将负责的工作内容
质量保证与绩效监控
- 审查和评估代理的通话和客户互动
- 确保符合：
- 服务标准
- 沟通期望
- 质量基准
- 维持一致的QA评分和评估流程
- 识别趋势、辅导机会和重复性问题
辅导与团队发展
- 与代理进行结构化的辅导会议
- 提供可操作的、以绩效为导向的反馈
- 帮助代理提升：
- 沟通能力
- 自信程度
- 专业性
- 一致性
- 推动可衡量的行为和绩效改进
培训与入职
- 负责新员工的入职和培训计划
- 创建和改进：
- 标准操作流程（SOPs）
- 培训材料
- QA文档
- 学习路径
- 确保代理能够快速上手并在第一天就自信地工作
报告与绩效洞察
- 准备：
- QA报告
- 辅导总结
- 趋势分析
- 绩效仪表盘
- 跟踪培训效果和代理进步情况
- 向管理层提供团队质量指标的可见性
运营责任
- 独立管理QA评审周期
- 维护有序的培训日程和文档
- 确保质量与辅导流程的一致性
- 要求
- 必备经验与技能
- 有以下经验：
- 质量保证
- 辅导
- 培训
- 电话中心运营
- 客户服务领导
- 在高流量支持环境中有成功经验
- 完全双语：
- 英语
- 西班牙语
- 强大的沟通和反馈传递能力
- 能够专业且自信地辅导绩效
- 强大的组织能力
查看英文原文
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.
Originally posted on Himalayas