Training and Quality Lead (Work from home)

Our client is the leading platform connecting Nurse Practitioners (NPs) with collaborating physicians across the United States. Their service streamlines an often-complex process—enabling NPs to quickly, affordably, and confidently find physician collaborators to meet state requirements and launch their practices.

Overall purpose and responsibilities of the role:

The Quality & Training Lead is a newly created position responsible for building operational excellence across our Customer Success and Operations teams. This role will design and implement quality assurance frameworks, develop scalable training programs, and create the systems that enable consistent, high-quality service delivery as we grow. This is a foundational role that directly impacts customer retention and satisfaction, team scalability and hiring velocity, operational consistency and process adherence, and leadership bandwidth and strategic capacity. You will act as the bridge between strategy and execution ensuring that what we intend to deliver is consistently reflected in what customers actually experience.

Duties and Responsibilities:

The Challenge We’re Solving

As a growing company, we're experiencing typical scaling challenges:

• Inconsistent quality across customer interactions
• Training and onboarding bottlenecks limiting hiring speed
• Heavy reliance on key team members (creating risk and burnout)
• Limited documentation and process standardization
• Reactive rather than proactive quality management

Training & Onboarding (Primary Focus)

• Design, build, and continuously improve a structured onboarding program for all new hires, reducing time-to-competency across Customer Success, Physician Experience, and Operations teams
• Develop role-specific training curricula including product knowledge, platform navigation (Odoo, Stripe), communication standards, and healthcare industry context
• Create and maintain a training content library: SOPs, video walkthroughs, quick-reference guides, and knowledge base articles
• Facilitate live training sessions (virtual), workshops, and role-play exercises for both new and existing team members
• Track onboarding milestones and certifications; build dashboards to measure training effectiveness and knowledge retention
• Build and deliver sales-specific training programs covering consultative selling, objection handling, pipeline management, and conversion optimization for inbound and outbound sales teams
• Conduct structured training needs analysis based on QA findings, operational data, and observed performance gaps
• Develop and propose new training modules, improvement plans, and alignment initiatives based on identified needs
• Support onboarding through deep-dive shadowing of roles (Sales, Customer Success, Operations) to understand end-to-end workflows before training deployment

Quality Assurance

• Establish and manage a QA scoring framework for customer-facing and sales interactions, including inbound/outbound calls, discovery and closing calls, emails, chat, and ticket resolution
• Conduct regular quality audits and calibration sessions with team leads across sales and support functions to ensure consistent evaluation standards and objection-handling effectiveness
• Identify trends in quality data and translate findings into targeted coaching plans and training updates
• Establish SLAs and quality standards by role and function
• Create and deliver QA reporting dashboards for leadership review
• Analyze operational metrics such as call volumes, resolution rates, turnaround times, and ticket management to identify improvement areas

Performance Development

• Partner with department heads (Physician Experience, Customer Success) to identify skill gaps and design upskilling programs
• Translate QA insights into actionable coaching plans and process improvements
• Implement a continuous learning culture with regular refresher trainings, lunch-and-learns, and peer coaching programs
• Build feedback loops between frontline teams and leadership
• Support performance improvement plans with structured coaching and progress tracking
• Provide actionable insights and recommendations to leadership based on performance analysis and observed trends

Process & Documentation

• Collaborate with Operations to document and standardize workflows as the company scales
• Maintain a living SOP library and ensure all processes are version-controlled and accessible
• Champion process improvements identified through QA insights and team feedback
• Evaluate the effectiveness of existing processes, KPIs, and scorecards to ensure alignment with business goals and practicality
• Recommend and implement process refinements to support scalability and organizational growth
• Ensure cross-functional process alignment and seamless handoffs between departments

Leadership Enablement

• Provide coaching frameworks and tools to help managers give effective feedback and develop their teams
• Support managers in transitioning from execution-focused to strategic leadership roles
• Create manager toolkits: performance review templates, coaching guides, delegation frameworks

Cross-Functional Collaboration

• Work closely with Sales, Customer Success, Operations, and Product teams to ensure alignment of processes, metrics, and workflows
• Act as a central point of coordination to ensure end-to-end process cohesion across departments
• Partner with the Product team to understand system enhancements, workflow changes, and new feature rollouts
• Translate product/system updates into training materials and ensure effective communication to all relevant teams

Execution & Role Evolution

• Act as both a strategic leader and hands-on contributor in training delivery, QA monitoring, and process improvement initiatives
• Transition from execution-heavy responsibilities to a more strategic leadership role as the team scales

How Success Will Be Measured

• Reduction in new hire time-to-competency (target: 30% improvement within first 6 months)
• New hire satisfaction scores during and after onboarding
• QA scores trending upward across all customer-facing teams
• Training content library completeness and currency (% of roles with documented onboarding paths)
• Employee retention rates correlated with training program participation

Required

• 5+ years of experience in training, quality assurance, or learning & development with a strong emphasis on sales training and sales QA, ideally in a SaaS, BPO, or healthcare-adjacent environment
• Demonstrated experience building onboarding programs from scratch or significantly improving existing ones
• Strong facilitation and presentation skills; comfortable leading virtual training sessions across time zones
• Proficiency creating training content (written SOPs, screen recordings, slide decks, LMS modules)
• Excellent English communication skills (written and verbal)
• Data-driven mindset with experience tracking training KPIs and quality metrics
• Self-starter who thrives in a lean, fast-moving startup environment
• Strong analytical skills with the ability to interpret dashboards, reports, and operational data
• Experience conducting training needs analysis and translating insights into actionable programs
• Ability to work cross-functionally and align multiple stakeholders across departments
• Ability to balance strategic thinking with hands-on execution

Preferred

• Experience with subscription-based business models and recurring revenue operations
• Familiarity with CRM or ERP systems; experience with platforms like Odoo, Salesforce, NetSuite, HubSpot, or similar tools is a plus
• Experience in monitoring and evaluating sales calls, with exposure to methodologies such as Sandler, SPIN, or other consultative selling approaches
• General understanding of US healthcare concepts (e.g., collaborative practice, NP/PA scope of practice, telehealth) is an advantage, but not required
• Exposure to instructional design or adult learning principles (e.g., ADDIE, Kirkpatrick) is a plus
• Experience mentoring, coaching, or supporting the development of trainers or QA analysts
• Comfortable using modern tools, including AI-powered solutions, to enhance training and workflow efficiency
• Familiarity with end-to-end customer lifecycle processes including sales, onboarding, support, and billing
• Experience supporting scaling teams in high-growth environments

Job type: Permanent

Emp type: Direct hire: Full-time

Schedule: Monday to Friday, 9pm to 6am PH Time

Location: Remote/WFH

Industry: Healthcare Marketplace / Platform

Expertise: Training and Quality Management, Sales Training, Process Improvement