QA & Training Supervisor
New
P
PavagoCustomer Service
Mexico. Colombia. Brazil, CSTFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Required Skills
- CoachingTrainingQuality Assurance
Requirements
- Proven experience in high-volume support environments
- Experience in Quality Assurance, Coaching, Training, and Call Center Operations
- Customer Service Leadership experience
- Fully bilingual in English and Spanish
- Strong communication and feedback delivery skills
- Strong organizational and documentation skills
- Ability to coach performance professionally and confidently
Responsibilities
- Review and evaluate agent calls and customer interactions
- Conduct structured coaching sessions with agents
- Deliver actionable, performance-focused feedback
- Own onboarding and training programs for new hires
- Create and improve SOPs, training materials, and QA documentation
- Prepare QA reports, coaching summaries, and performance dashboards
- Manage QA review cycles independently
- Track training effectiveness and agent improvement over time
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