Customer Experience Trainer

RTD Talent Solutions is proud to represent a fast-growing NEMT (Non-Emergency Medical Transportation) technology startup that is redefining how patients access care. This innovative organization leverages a modern transportation management platform, real-time routing capabilities, and a mission-driven commitment to health equity.

As Customer Experience Trainer
, you would be responsible for delivering impactful onboarding, coaching, and ongoing training programs that equip Customer Service Representatives with the skills, knowledge, and confidence to provide exceptional member experiences.

This role partners closely with Training, Operations, and Quality teams to reinforce best practices, drive performance, and ensure consistent adherence to our client's service standards and protocols.

The ideal candidate is hands-on, collaborative, and passionate about developing high-performing teams.

• Facilitate new-hire onboarding, nesting support, and ongoing training programs aligned with operational needs and schedules.
• Provide real-time coaching, call monitoring, and feedback to reinforce quality, documentation accuracy, and customer experience standards.
• Develop and maintain training materials, job aids, and learning content to support evolving processes and system updates.
• Partner with Operations, QA, and Workforce teams to identify performance gaps and implement targeted training solutions.
• Track training effectiveness, analyze performance metrics, and recommend continuous improvements to enhance agent productivity and service quality.