Head of Member Care - Training and Quality
Hybrid (New York)$213.8k - $261.3kFull-timePosted 2w ago
About the role
Leader responsible for vision, strategy, and global execution of Member Care excellence, encompassing QA, training, and content, with AI integration, across EU, UK, and US.
Responsibilities
- Define and implement a Member Care Excellence strategy and roadmap aligning QA, Training, and Content within the Operations architecture.
- Develop and launch a QA rubric and calibration process to ensure consistent quality across reps, languages, and regions.
- Build and operate onboarding, certification, and train-the-trainer programs to decentralize training knowledge.
- Ensure QA findings inform training, coaching, and content to address root causes.
- Create a global and region-specific content system (macros, FAQs, Help Center) with clear ownership and localization.
- Embed AI across QA, training, and knowledge to scale scoring, surface coaching themes, and keep content current, with humans overseeing care and judgment.
- Maintain a consistent approach across EU, UK, and US with local expertise where it matters.
- Deliver measurable lift in member experience and a strong service standard that is acknowledged by members.
Qualifications
- 8+ years building or scaling Training and/or QA functions, ideally in a contact centre or member support environment, with senior leadership experience across multiple regions.
- Track record of setting vision and strategy for a service quality function and turning it into a deliverable roadmap.
- Experience designing training, certification, and QA systems that work across regions and languages, respecting cultural and regulatory nuance.
- Proven ability to connect quality data back into coaching, curriculum, and content beyond mere scoring.
- Practical, hands-on AI fluency applied to support operations (e.g., AI-assisted QA, knowledge management, agent enablement) with sound judgment on human-led care.
- Comfort with owning content and knowledge base infrastructure alongside people development.
- Understanding of sensitivities in healthcare or other high-trust, regulated member interactions.
Skills
Required:Strategic leadership for service qualityMulti-region program designQuality assurance and coaching linkageAI fluency in support operations
Last updated Oct 23, 2026. Interested? Apply on the company site.
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