Training and Quality Lead (WFH)

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

Manila Recruitment