About the job
We are thrilled to present a dynamic opportunity for a proactive, data-focused Training and Quality Lead to develop scalable onboarding programs, enhance quality standards, and synchronize cross-functional processes within our sales, operations, and customer success teams in a rapidly evolving environment.
Company Overview:
Our client is the premier platform that connects Nurse Practitioners (NPs) with collaborating physicians throughout the United States. Their innovative service simplifies a complex process, empowering NPs to efficiently, affordably, and confidently connect with physician collaborators to fulfill state regulations and successfully launch their practices.
Role Purpose and Responsibilities:
The Training and Quality Lead is a pivotal new role focused on establishing operational excellence within our Customer Success and Operations divisions. This position involves designing and executing quality assurance frameworks, creating scalable training programs, and developing systems that ensure consistent, high-quality service delivery as we expand. Your efforts will directly influence customer retention, satisfaction, team scalability, hiring efficiency, operational consistency, process adherence, and overall strategic capacity. You will ensure that our intended deliverables align seamlessly with the experiences our customers receive.
Key Responsibilities:
The Challenges We Aim to Address
As a growing organization, we encounter the following scaling challenges:
- Variability in quality across customer interactions
- Training and onboarding obstacles hindering hiring speed
- Overdependence on key personnel, leading to risk and employee burnout
- Insufficient documentation and process standardization
- Reactive rather than proactive quality management
Training & Onboarding (Primary Focus)
- Design, implement, and continually enhance a structured onboarding program for all new hires, minimizing time-to-competency across the Customer Success, Physician Experience, and Operations teams.
- Create role-specific training curricula covering product knowledge, platform navigation (Odoo, Stripe), communication standards, and healthcare industry insights.
- Build and maintain a comprehensive training content library, including SOPs, video guides, quick-reference materials, and knowledge base articles.
- Facilitate live training sessions (virtual), workshops, and role-playing exercises for new and existing team members.
- Monitor onboarding milestones and certifications; develop dashboards to evaluate training effectiveness and knowledge retention.
