Director of Training & QA

Honeydew

1d•Remote

About The Position

As Honeydew scales nationally, the strength of our training systems and quality standards will determine how fast we grow and how consistently we deliver exceptional care. We are looking for a Director of Training & Quality Assurance to build the learning infrastructure and quality rigor that power our operational excellence. This leader will architect the full lifecycle of learning at Honeydew - from new hire onboarding to advanced skill development to leadership readiness - while embedding a high-performance QA framework that ensures consistency, compliance, and patient trust. This role is foundational to scaling Honeydew from a fast-growing startup to a durable, category-defining healthcare platform. This is not a facilitator role. This is a systems builder role. As Director of Training & Quality Assurance, you will design and own Honeydew’s end-to-end operational learning strategy and quality governance across Care Coordinators, Members Services, and Provider Operations. Training is the primary mandate of this role — approximately 70% of your focus will be designing, building, and continuously improving learning systems that drive measurable performance outcomes. Quality Assurance (~30%) functions as the diagnostic engine that informs and elevates those training systems You will: Build structured onboarding academies that reduce ramp time and increase early performance confidence Develop competency matrices and skill progression frameworks Establish role-based certification standards Design continuous learning programs tied directly to real QA findings and business KPIs Create clear coaching systems that empower Team Leads to develop their teams effectively Implement a rigorous QA program that measures quality at scale and drives actionable insights You will transform training from reactive shadowing to structured, measurable capability development. This role reports to the VP of Operations and will lead the Training and QA function across the Care and Provider teams.

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

Nice To Haves

Experience in healthcare operations, telehealth or multi-state healthcare organizations
Background in adult learning theory or instructional design
Lean, Six Sigma, or process improvement training
Experience building certification programs or competency-based progression models
Exposure to AI-driven learning tools or knowledge systems
Experience scaling teams in high-growth startup environments

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.