Training Lead

Are you a high-energy, people-focused leader who loves helping others reach their full potential?
We’re looking for a Training Lead to drive the performance, engagement, and growth of our customer service team that supports patients and field operations for our medical device products.

This isn’t your typical classroom training role—it’s about energizing people, coaching for results, and fostering a culture where positivity and performance thrive.

What You’ll Do

As our Training Lead, you’ll spend your days balancing collaboration and independent work:

• Collaborate with HR, management, and subject-matter experts to understand processes and identify opportunities for improvement.

• Coach and develop team members through one-on-one sessions, group workshops, and feedback from live and recorded call reviews.

• Create tools and resources like SOPs, talk tracks, job aids, and quick-reference guides that make life easier for our representatives and improve the patient experience.

• Analyze data and performance metrics to uncover trends, track progress, and celebrate wins.

• Inspire engagement by promoting a positive, patient-first culture where confidence and connection flourish.

Key Responsibilities

Performance Coaching & Development

• Monitor patient interactions for service quality, professionalism, and accuracy.

• Deliver coaching sessions to strengthen communication and problem-solving skills.

• Recognize achievements and address opportunities for improvement with encouragement and accountability.

• Track progress and maintain documentation to support continuous development.

Training Program Support

• Partner with trainers and supervisors to reinforce onboarding and ongoing education.

• Develop supplemental training content, SOPs, and communication guides.

• Ensure consistency between classroom training, real-world application, and company standards.

Quality & Performance Analysis

• Review call dashboards, reports, and quality metrics to identify coaching needs.

• Collaborate with leadership to implement strategies that improve service and productivity.

• Participate in calibration and feedback meetings to align expectations across departments.

Employee Engagement & Culture

• Foster a motivating, upbeat environment that encourages personal and team success.

• Drive engagement through recognition, team challenges, and positive reinforcement.

• Model professionalism, enthusiasm, and a solution-focused mindset.

Who You’ll Work With

You’ll work closely with the HR Director, HR Supervisor, and Management Team , while collaborating cross-departmentally to enhance performance and service excellence.

Your First Year Roadmap

• First 90 Days: Assess training needs, strengthen relationships, and begin improving SOPs and training structure.

• 6 Months: Roll out enhanced training programs and elevate confidence, positivity, and call quality across the team.

• 12 Months: Establish fully functional, impactful training systems that increase retention, improve service scores, and build a connected, motivated team.

Qualifications

• Proven success improving team performance through coaching and quality reinforcement.

• Excellent communication skills with the ability to motivate and engage diverse personalities.

• Analytical mindset and comfort using call metrics and QA tools.

• Proficiency with CRM systems, call center technology, and learning/quality management tools.

Core Competencies

• Positive, high-energy communication style

• Empathy and emotional intelligence

• Strong coaching and feedback skills

• Adaptability and creative problem-solving

• Collaboration and alignment across teams

• Dedication to service excellence

How We Measure Success

You’ll be evaluated on measurable outcomes like call evaluation scores, productivity rates, and retention improvements—because your impact will be visible and celebrated.

Why Join Us?

This is an opportunity to make a meaningful difference every day by helping a team that supports patients across the country. You’ll have the freedom to innovate, the support of a collaborative leadership team, and the satisfaction of seeing your work directly impact both people and performance.

Ready to bring your energy and passion for developing others to a growing company that values excellence and positivity?
Apply today and help us build a culture of confidence, connection, and care.