Training and Quality Specialist

As eMed continues to scale, we’re introducing a dedicated Training & Quality Specialist to strengthen our operational team, enhance customer experience, and support our expansion across the UK and international markets. This role is designed for someone who’s passionate about developing people, maintaining high standards, and ensuring every customer interaction reflects our personalised, caring and supportive approach. You’ll own our training and quality frameworks end-to-end across our customer support team, from onboarding and skill development, to quality evaluations and continuous improvement. You’ll play a key role in bridging the gap between training, quality, and operations, ensuring protocols and processes are brought to life through training, as well as delivered and maintained in practice. Working Pattern: This is a full-time, permanent position, Monday to Friday, 9:00am–6:00pm. Please Note: The role operates on a hybrid working model, with an agreed number of days working onsite. Flexibility is required, as there may be occasions when business needs require you to attend onsite more frequently than your usual working pattern. WHAT YOU’LL WORK ON Training & Development • Design, deliver, and maintain onboarding and upskilling programmes for all customer support roles, using our Learning Management System to support training and assessments. • Develop and update process documentation, SOPs, job aids, and refresher materials to ensure accuracy and consistency across all support lines. • Evaluate agents at the end of training and post-nesting to assess readiness and identify coaching needs. Will ensure all new starters achieve required pass marks before progressing. • Support and oversee training for our external partners, ensuring calibration and alignment with internal standards. • Conduct “train the trainer” sessions to maintain high-quality delivery across geographies. • Attend team meetings and provide process, product, and operational updates. • Ensure all training delivered is efficient, impactful, and supports faster time-to-competency. • Support quality checks of AI tools, ensuring their responses are accurate, policy-aligned, informed by the latest training materials, and used appropriately. Quality Assurance • Own and continuously refine the quality framework across all customer service levels. • Conduct regular quality checks, audits, and calibrations in line with targets for quality review coverage. This will ensure fair, consistent scoring and actionable insights. • Track quality trends, identify systemic issues, and provide data-driven recommendations for improvement. • Maintain and extend the QA framework to include all new and existing lines of work. • Collaborate with managers to ensure quality insights directly influence training priorities and team feedback. • Support the maintenance of consistent, high-quality performance standards and scores across all areas. Integration of Training & Quality • Close the loop between QA and training by using insights to inform targeted coaching and content updates. • Develop proactive training programmes, jobs aids and resources to prevent recurring issues. • Ensure the training and quality frameworks evolve together in line with new policies, product changes, and business needs. Operational Support • Maintain on-the-job expertise by completing ~16 hours per month of frontline case work to stay connected to live processes. • Support customer contact or case handling during peak periods or coverage gaps. • Collaborate with management on process improvement and operational readiness projects. • Provide support for Team Manager responsibilities during leave periods and busy times, ensuring continuity of operations and team oversight WHAT WE’RE LOOKING FOR Essential: • Proven experience in creating and delivering training programmes in a business or operations environment. • Experience working directly with customers (via phone, email, or chat). • Strong ability to evaluate performance and deliver structured, constructive feedback. • Background in quality assurance or auditing, including reporting and calibration. • Excellent attention to detail and documentation skills. • Strong communication and facilitation abilities across all levels and teams. • Highly organised, with a passion for consistency and continuous improvement. Desirable: • Experience within healthcare, regulated environments, or digital health services. • Understanding of GLP-1 medication and weight management programmes. • Familiarity with AI-assisted tools or systems used in customer support. WHAT WE OFFER: • Competitive salary • eMed flex-leave • 5% employer pension contribution • Life Insurance 4x annual base salary • Health cash plan • Employee Assistance Program • Enhanced Maternity, Paternity and Adoption pay. • Health & Wellbeing resources • Eye care voucher reimbursement (up to £20) • Up to £80 towards noise cancelling headphones We want to make sure our interview process is fully accessible to everyone. Please let us know if you require any reasonable adjustments or physical accommodations for your visit to our office. Please note that offers of employment are subject to receipt of satisfactory references and a enhanced DBS check. WORKING AT EMED Whether you work in one of our amazing offices, clinics or part of our remote clinician workforce, eMed is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact. WHO WE ARE At eMed our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time… DIVERSITY We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all employees can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.