Director of Training – QA
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Job Description
Director of Training & Quality Assurance focusing on building learning infrastructure at Honeydew. Overseeing training and QA across Care and Provider teams for operational success.
Responsibilities:
- Architect and continuously evolve Honeydew’s operational onboarding programs across all frontline roles
- Design structured 30-60-90 day ramp plans with measurable performance milestones and clear pass/fail checkpoints
- Develop competency frameworks that clearly define expectations at every level
- Build certification programs to ensure readiness before handling complex patient cases
- Create advanced skills tracks for escalations, service recovery, and complex patient coordination
- Design scalable learning content including playbooks, Loom libraries, scenario-based simulations, and decision frameworks, and micro-learning modules
- Establish a continuous education cadence tied to product updates, regulatory changes, and process improvements
- Implement leadership development training for Team Leads and emerging managers
- Partner with Provider Operations to ensure alignment between administrative training and clinical expectations
- Build coaching frameworks that equip Team Leads to deliver consistent, structured development conversations rooted in observed performance data
- Own training metrics including ramp speed, QA lift post-training, knowledge retention rates, and employee readiness confidence.
- Build and oversee Honeydew’s enterprise-wide QA program across all operational teams
- Develop standardized QA scorecards aligned to patient experience, documentation accuracy, compliance, and efficiency
- Lead calibration sessions to ensure consistent scoring across managers and feed patterns into structure training interventions
- Conduct root cause analysis on recurring escalations and operational breakdowns, translating findings into new training content
- Identify systemic performance trends and translate QA findings into targeted training interventions.
- Partner with leadership to define performance thresholds and accountability frameworks
- Present monthly quality and learning performance dashboards to executive leadership
- Build and manage a high-performing Training & QA team.
- Implement learning management systems or structured tracking tools to scale content delivery.
- Ensure all training materials remain current, compliant, and aligned with evolving business needs.
- Embed training into workforce planning and hiring strategy.
- Serve as the organizational expert on workforce capability and operational consistency.
Requirements:
- 5+ years in learning & development, quality assurance, or workforce performance leadership
- Demonstrated experience building structured onboarding and training programs from the ground up
- Experience leading or designing QA frameworks with measurable KPIs
- Proven ability to tie training programs to performance outcomes
- Experience leading managers or senior ICs
- Strong data fluency and comfort building or interpreting performance dashboards
- Deep understanding of compliance, documentation standards, and regulatory risk in healthcare environments
Benefits:
- Full remote flexibility
- Direct impact you can measure
- Ability to grow within the company
- $100 monthly tech stipend
- Free Honeydew membership
- Direct access to new dermatology treatments
- 20% off Honeydew products
- Bi-monthly get togethers
- Peer-to-peer recognition through Motivosity
- Health insurance & HSA match
- 401(k) retirement savings with employer match
- Unlimited time off
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