Member Care Lead – Training and Quality

Neko Health

. Set the vision and strategy for Member Care Excellence .

Posted 10/20/2026full-timeNew York City • New York • United StatesSenior💰 $213,750 - $261,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and scaling Training and Quality Assurance functions within member support environments, with a strong focus on strategy, performance improvement, and AI integration. Proven ability to design and implement training systems and content management processes across multiple regions and languages while ensuring compliance with cultural and regulatory nuances.

Highest-signal resume keywords

8+ Years In Training And QA FunctionsExperience In Designing Training SystemsAI Fluency In Operations SupportUnderstanding Of Healthcare RegulationsFamiliarity With Knowledge Base Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DesignQuality Assurance SystemsPerformance ImprovementContent ManagementOnboarding ProtocolsCertification ProcessesData AnalysisAI-Assisted QACurriculum DevelopmentMultilingual Support

Soft Skills

Strategic VisionLeadershipJudgmentCollaborationCoaching

Tools & Technologies

Zendesk GuideConfluence

Industry Keywords

Member Care ExcellenceContact Centre OperationsHigh-Trust InteractionsHealthcareHealthtech

About the role

Key responsibilities & impact

Set the vision and strategy for Member Care Excellence
Define how QA, Training, and Content work together within Operations architecture
Partner directly with the Director of Member Care on strategy and roadmap
Lead Member Care Excellence performance day to day
Build and launch QA rubrics and calibration processes
Build and run onboarding, certification, and train-the-trainer protocols
Feed QA findings into training, coaching, and content
Establish global and regional macros, FAQs, and Help Center content with clear ownership and localisation
Embed AI across QA, training, and knowledge while keeping humans involved in care and judgment
Ensure consistent service standards across the EU, UK, and US with local expertise
Deliver measurable improvements in member experience

Requirements

What you’ll need

8+ years building or scaling Training and/or QA functions, ideally in a contact centre or member support environment, with senior leadership experience across more than one region
Track record of setting vision and strategy for a service quality function and turning it into a roadmap that teams deliver
Experience designing training, certification, and QA systems across multiple regions and languages, respecting cultural and regulatory nuance
Ability to connect quality data into coaching, curriculum, and content
Hands-on AI fluency applied to support operations, such as AI-assisted QA, knowledge management, or agent enablement
Sound judgment on where human care must lead
Comfort owning content and knowledge base infrastructure alongside people development
Understanding of healthcare or other high-trust, regulated member interactions
Familiarity with knowledge base or content management tooling such as Zendesk Guide or Confluence (preferred)
Experience operating across EU, UK, and US simultaneously, including multilingual support teams (preferred)
Background in healthcare, healthtech, or another premium, high-touch service brand (preferred)

Benefits

Comp & perks

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