Training/Quality Lead, Direct Meds LLC, US

Training & Quality Lead (Telesales & Retention)

Reports to: Operations Manager – Telesales

FLSA Status: Exempt

Location: Remote

Compensation: Base Salary - Commensurate w/ experience

Role Summary:

The Training & Quality Lead is responsible for two critical functions within the DirectMeds Telesales and Retention team: (1) delivering and maintaining an effective new-hire training program, and (2) driving call quality and continuous improvement across the department.

This dual-focus role alternates attention depending on the business cycle: when a training class is active, the primary focus is onboarding and preparing new hires for production; during weeks without training, the emphasis shifts to monitoring calls, identifying performance gaps, and providing feedback to leadership and front-line Agents. Insights gained from quality monitoring are continuously fed back into the training curriculum to strengthen future onboarding and skill development efforts.

Key Responsibilities

Training Delivery

• Facilitate regular new-hire training classes virtually.

• Deliver curriculum covering company overview, compliance requirements, CRM navigation, dialer setup, product knowledge, sales techniques, and performance expectations.

• Incorporate interactive elements such as roleplays, mock calls, and knowledge checks to keep learners engaged.

Curriculum Development & Maintenance

• Continuously update training materials to reflect latest scripts, pricing, compliance requirements, and best practices.

• Integrate learnings from quality monitoring and production feedback into curriculum updates.

• Identify opportunities to streamline training to achieve the target 2.5-day new-hire ramp-up without sacrificing quality.

Trainee Readiness & Handoff

• Assess trainee competency via quizzes, call simulations, and participation.

• Provide readiness checklists and performance summaries to Team Leaders at time of handoff.

• Track and report on class graduation rates and early attrition trends.

Quality Monitoring & Feedback

• Listen to live and recorded calls to evaluate tone, script adherence, objection handling, and compliance.

• Prepare weekly quality reports with actionable insights for leadership.

• Deliver feedback directly to Team Leaders and front-line Agents to reinforce desired behaviors.

• Partner with Operations Manager to identify patterns, root causes, and process improvements that impact sales effectiveness or customer experience.

Continuous Improvement Loop

• Translate quality findings into targeted refresher trainings, job aids, or curriculum enhancements.

• Collaborate with QA (when formalized) to ensure calibration sessions and scoring standards remain consistent.

• Monitor post-training performance of new hires to validate training effectiveness and make necessary adjustments.

Qualifications

• 3+ years of experience in training, quality assurance, or learning & development within Telesales, call center, or similar environment.

• Proven ability to coach and deliver constructive feedback in a clear, actionable way.

• Strong facilitation and presentation skills; comfortable leading groups virtually.

• Experience with call monitoring, QA scoring, and performance reporting tools.

• Strong organizational and reporting skills, able to balance training schedules with quality review cycles.

Success Metrics

• Training Graduation Rate: % of trainees who successfully complete training and transition to production.

• Time-to-Productivity: Average days for new hires to achieve baseline KPIs (SPH, win rate, QA scores).

• Class Engagement: Trainee satisfaction scores from post-class surveys.

• Quality Scores: Average QA scores across the Telesales department.

• Continuous Improvement Impact: Documented process or curriculum updates resulting from quality insights.

• Early Attrition: Reduction in turnover within the first 60 days as a result of improved training and coaching.