QA & Training Supervisor (Bilingual)

TL;DR

QA & Training Supervisor (Bilingual): Leading quality assurance, coaching, and performance development for a Patient Concierge team with an accent on driving measurable agent improvement and service consistency. Focus on building onboarding programs, managing QA evaluation cycles, and delivering actionable feedback in a high-volume customer service environment.

Location: Must be based in the United States (CST working hours).

Company

hirify.global is a professional services firm specializing in candidate sourcing and operational support.

What you will do

• Evaluate agent calls and customer interactions to ensure service standards and quality benchmarks are met.
• Conduct structured coaching sessions to drive measurable improvements in agent communication and professionalism.
• Own the end-to-end onboarding and training programs, including creating SOPs and learning paths.
• Prepare QA reports, performance dashboards, and trend analyses for leadership visibility.
• Manage QA review cycles independently and maintain organized training documentation.
• Collaborate with operations leadership to identify performance gaps and implement quality improvements.

Requirements

• Fully bilingual in English and Spanish with strong communication skills.
• Proven experience in Quality Assurance, coaching, training, and call center operations.
• Demonstrated ability to deliver performance-focused feedback professionally and confidently.
• Strong organizational and documentation skills with a detail-oriented approach.
• Must be based in the United States and available to work CST hours.

Nice to have

• Supervisory or team lead experience.
• Background in healthcare, patient services, or concierge environments.
• Familiarity with QA scorecards, call scoring frameworks, and CRM platforms.

Culture & Benefits

• Fully remote work environment.
• Leadership-focused role with high operational impact and ownership.
• Opportunity to shape training systems and quality processes from the ground up.
• Fast-paced environment with a focus on building a quality-driven culture.

Hiring process

• Initial screening focusing on communication skills and background.
• Client interview covering coaching approach and QA methodology.
• Final interview regarding leadership style and role ownership.