Customer Experience Trainer

Job Title: Customer Experience Trainer (Call Center)

Department: Training

Reports To: Director of Training

Location: Glen Allen, VA 23060 (On-site required)

Medi Drive is a fast-growing NEMT (Non‑Emergency Medical Transportation) technology startup dedicated to transforming access to care. Our team is redefining what patient transportation should look like: efficient, compassionate, and data‑driven. We’re seeking a motivated, hands‑on leader who’s ready to help us scale our call center operations while building a culture of excellence and continuous learning.

The Call Center Trainer is responsible for delivering and reinforcing training for Customer Service Representatives (CSRs) at Medi Drive’s Virginia contact center. This role supports new‑hire onboarding, nesting, and ongoing coaching using established Medi Drive training protocols, procedures, and workflows. The Training Coach also supports process updates, quality improvement initiatives, and performance readiness through hands‑on coaching, observation, and feedback. This position works closely with the Training Manager, Operations, QA, and Supervisors to ensure agents are prepared.

• Design and develop training materials, including instructor‑led courses, job aids, assessments, and blended‑learning solutions.
• Conduct needs assessments to identify skill gaps and recommend appropriate training interventions.
• Collaborate with subject‑matter experts to gather content, validate accuracy, and ensure alignment with organizational standards.
• Facilitate training sessions—both in‑person and virtual—using effective adult‑learning methodologies.
• Evaluate training effectiveness through feedback, assessments, and performance metrics; recommend improvements based on findings.
• Maintain and update course content to ensure relevance, accuracy, and alignment with evolving business needs.
• Manage training logistics, including scheduling, materials preparation, and learner communication.
• Stay current on instructional design trends, learning technologies, and best practices in adult education.

• Support and coordinate new hire CSR training classes in alignment with onboarding schedules.
• Actively coach CSRs during nesting and transition to full call volume.
• Reinforce proper system usage, documentation accuracy, and member experience expectations.
• Support implementation of protocol, policy, and system changes during training and nesting.

• Deliver refresher training and targeted coaching based on QA findings and operational trends.
• Support rollout of process or protocol updates and ensure consistent adoption by CSRs.
• Assist the Director of Training with the preparation and delivery of ongoing professional development training.
• Coordinate with Operations and Workforce Management to ensure training coverage aligns with business needs.

• Perform call monitoring and audits as assigned to assess adherence to procedures and quality standards.
• Provide timely coaching feedback based on observed performance and audit results.
• Partner with QA to identify trends and support training solutions addressing recurring issues.
• Evaluate training effectiveness and recommend improvements when needed.

• Maintain working knowledge of Medi Drive services, client requirements, and NEMT program expectations.
• Understand departmental workflows to ensure CSRs are trained accurately and consistently.
• Demonstrate professionalism, reliability, and commitment to quality work.
• Translate complex processes into clear, easy‑to‑understand training concepts.
• Proactively identify opportunities to improve training effectiveness and agent productivity.
• Coordinating with the Director of Training to maintain accurate training, coaching, and attendance documentation.
• Maintain flexibility in schedule to support onboarding classes and operational needs.
• Other duties as assigned.

• 2+ years of experience in NEMT, healthcare call centers, or transportation operations required.
• 2+ years of experience facilitating training programs…