QA & Training Supervisor (Healthcare)

Location: Remote in Mexico, Colombia, or Brazil; working hours aligned with U.S. business hours (CST).

Salary: Not specified.

Company

hirify.global is hiring on behalf of a client operating a Patient Concierge customer service team.

What you will do

• Review and evaluate agent calls and customer interactions against service, communication, QA, and customer experience standards.
• Conduct structured coaching sessions, provide actionable feedback, and create performance improvement plans.
• Own training and onboarding for new Patient Concierge team members, including SOPs, learning paths, QA documentation, and coaching resources.
• Prepare QA reports, coaching summaries, trend analyses, and performance dashboards for leadership.
• Manage QA review cycles, coaching schedules, records, and training documentation.
• Collaborate with operations leadership to improve team performance and reduce recurring service issues.

Requirements

• Experience in quality assurance, training, coaching, call center operations, or customer service leadership.
• Experience in a high-volume customer service environment.
• Fluent English and Spanish required.
• Strong communication, coaching, organization, reporting, and documentation skills.
• Ability to hold team members accountable and work independently in a remote environment during CST hours.
• Experience with QA scorecards, call-scoring frameworks, CRM platforms, customer service KPIs, or performance improvement plans is valuable.

Nice to have

• Previous Supervisor, Team Lead, QA Lead, or Training Lead experience.
• Experience in healthcare, patient services, appointment scheduling, or concierge services.

Culture & Benefits

• Remote full-time work.
• Ownership of quality, coaching, and training operations.
• Performance-focused environment centered on accountability and constructive support.
• Opportunity to improve customer experience and build a quality-driven service culture.

Hiring process

• Initial screening covering communication skills, QA and training experience, and English and Spanish proficiency.
• Client interview focused on coaching methodology, QA evaluation, and performance scenarios.
• Final interview covering leadership, accountability, ownership, problem-solving, and operational alignment.
• Applicants receive a Spark Hire invitation to record an introductory video after applying.