Customer Experience Trainer – Call Center

About the role

MediDrive is seeking a motivated Customer Experience Trainer to lead training initiatives for its Virginia call‑center team. The role focuses on onboarding new Customer Service Representatives, providing ongoing coaching, and ensuring consistent delivery of high‑quality member experiences.

Key responsibilities

• Coordinate and deliver new‑hire training classes aligned with onboarding schedules.
• Coach CSRs during nesting periods and support their transition to full call volume.
• Reinforce proper system usage, accurate documentation, and member experience standards.
• Deliver refresher training and targeted coaching based on QA findings and operational trends.
• Support rollout of process or protocol updates and ensure consistent adoption.
• Perform call monitoring and audits, providing timely feedback and coaching.
• Partner with QA to identify trends and develop training solutions for recurring issues.
• Maintain accurate training, coaching, and attendance documentation.

Required profile

• Hands‑on leader with experience in call‑center training or coaching.
• Strong communication skills and ability to translate complex processes into clear training concepts.
• Detail‑oriented with a commitment to quality and continuous improvement.
• Ability to work collaboratively with Training, Operations, QA, and Supervisors.

Required skills

• Experience delivering classroom and on‑the‑job training.
• Proficiency in call monitoring, auditing, and providing constructive feedback.
• Knowledge of call‑center workflows and documentation standards.