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.

• 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.

• 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.

• 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.

• 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

• 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.