Curative is looking for a Customer Success Trainer and Quality Assurance Coordinator who is
detail oriented and passionate about helping the company's overall success of supporting both members and
providers by leading new hire, skill enhancement training and Quality Assurance evaluations of recorded calls,
emails, and text messages. Using the QA data, this role includes collaborating with the Customer Success
Leadership team to review analysis of QA data to determine opportunities to improve the training program and
materials at both an agent and team level. This position is remote.
ESSENTIAL DUTIES AND RESPONSIBILITIES
● Facilitating onboarding and continuing training for new and tenured customer success employees through
a combination of lectures, performance evaluation quizzes, one-on-one coaching, practice sessions, and
role play sessions.
● Assessing student performance to determine success and opportunities to improve, evaluating if a student
has achieved a level of understanding of the material for continued employment as a Curative Customer
Success employee.
● Working with the Training Manager to improve the onboarding experience, training resources, team
processes, and skill enhancement training.
● Performing QA reviews of employee: member/provider both verbal and written communications via the
department scorecard to ensure employees are meeting performance expectations and adherence to
policies, processes, compliance, and professionalism.
● Documenting employee and team feedback in a professional and positive manner relaying opportunities
to improve based on QA results.
● From student performance and QA data, collaborating with the Training Manager and Leadership team to
determine and develop training materials to improve department overall performance and member
experience.
● Work adhering to US regulatory and Quality System requirements (21 CFR 820, etc).
● This position assumes and performs other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions:
● 2 years trainer experience preferred or experience in the current member services or care navigator role
with excellent performance and accuracy metrics
● Experience in performing QA evaluations preferred
● Performance Evaluation experience
● Leadership experience preferred
● Exemplary attention to detail
● Experience with Google Docs, Drive, and MS Office
● Experience with giving feedback, coaching, self-development
● Exemplary communication skills, including written, oral and listening
EDUCATION and/or EXPERIENCE
❑ High school diploma or general education degree (GED); or 6+ months related experience and/or training;
or equivalent combination of education and experience.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
● Strong attendance is required for this position.
● While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or
feel; talk; and hear.
● The employee is frequently required to reach with hands and arms.
● The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
● Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral
vision, depth perception and ability to adjust focus.
● The noise level in the work environment is usually: Moderate
● For this position the percentage of expected travel is: 0% of the time
● Have quiet place with no distractions to perform duties for work from home
● Work location be secure to maintain HIPAA compliance for work from home
We also request, with the exception of emergencies, that you do not request any time off within the first
120 days of employment. For new to Curative employees, any request within the first 120 days if
approved will be unpaid
● While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or
feel; talk; and hear.
● The employee is frequently required to reach with hands and arms.
● Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral
vision, depth perception and ability to adjust focus.
● For this position the percentage of expected Travel is: 0% of the time
TRAINING EXPECTATIONS
● You will attend a 2-5 week minimum training program depending on experience.
● Attendance is mandatory for the full training period
● You will be required to take daily/weekly competency exams, passing grades are 90% or above.
● Shifts are 5 days per week and may include evenings and weekends depending training schedule
● We also request, with the exception of emergencies, that you do not request any time off within the first
120 days of employment.