QA & Training Supervisor

Ovii's Interpretation of the Role

The QA & Training Supervisor leads quality assurance, coaching, and onboarding for a high‑volume patient concierge team. This remote, full‑time role blends QA scoring, performance monitoring, and training program ownership to drive measurable service improvements.

Role Snapshot

• Lead QA scoring & evaluation
• Conduct agent coaching sessions
• Own onboarding & training programs
• Produce performance dashboards & reports
• Manage QA review cycles independently
• Collaborate with operations leadership

Must-Have Requirements

• Quality Assurance
• Coaching
• Training
• Call Center Operations
• Customer Service Leadership
• Bilingual English/Spanish
• Strong communication and feedback delivery
• Organizational and documentation skills

Nice-to-Have Signals

• Supervisory or team lead experience
• Healthcare patient services experience
• Appointment scheduling experience
• Concierge environment experience
• Familiarity with QA scorecards
• Call scoring frameworks
• CRM platforms
• Customer service KPIs
• Healthcare patient services
• Supervisory experience

Work Setup

• Location: United States
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United States
• Timezone: CST
• Employment type: Full-Time
• Shift: CST Hours

Eligibility Gates

• Work authorization: Must be authorized to work in United States
• Visa sponsorship: no

Not Specified in JD

• Visa sponsorship
• Salary range
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Review and score agent calls and customer interactions against service standards
• Identify trends, coaching opportunities, and recurring performance gaps
• Deliver structured coaching sessions with actionable feedback
• Design, maintain, and continuously improve onboarding and training materials
• Create and share QA reports, coaching summaries, and performance dashboards
• Own the end‑to‑end QA review cycle and training schedule
• Partner with operations leaders to implement quality improvements

Good Fit If You Have

• Enjoys coaching and developing people
• Thrives in fast‑paced, high‑volume support environments
• Detail‑oriented with a strong ear for communication quality