Member Experience Training & QA Lead

Neko Health; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Neko Health is seeking a Member Experience Training & Quality Coordinator to drive the standard of our member experience across clinics and centralised teams. You will design, deliver and audit training, and turn insights into practical improvements that lift service quality as we scale.

You will coordinate schedules, materials, and sessions across sites, while partnering with the Hospitality Programme Lead on the rollout of training and quality assurance initiatives.

Qualifications

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience, ideally in a high-touch service, hospitality, or premium retail environment.
• A confident facilitator, comfortable leading a room of clinicians and operators and holding attention and energy across a full-day session.
• Hands-on experience running quality assurance or experience audits, mystery shopping, or service standard reviews, with the ability to score consistently and give feedback that changes behaviour.
• A sharp eye for service detail and what separates a good experience from an exceptional one, drawn from service design and hospitality thinking rather than process alone.
• Organised and self-directed, able to run a training and audit calendar across multiple sites and cohorts without dropping the standard.
• Excellent written and verbal communication, and the credibility to influence teams and leads who do not report to you.
• Willingness to travel regularly between clinic sites, and occasionally between markets.
• Experience supporting a multi-site clinic, hospitality, or retail rollout as it scales.
• Experience with digital learning tools, an LMS, or AI-enabled training and assessment.
• Confident with everyday workplace tools, including Microsoft Word, PowerPoint, Excel and Outlook, to build training materials, track audits and report findings.

Responsibilities

• Deliver stage 1 and stage 2 member experience training consistently to every new clinic cohort, with 30-day reviews showing the mindset shift is landing.
• Run a regular quality assurance rhythm: audits across clinic and support teams, scored against CARE and the Member First Manifesto.
• Turn audit insights into action: name recurring friction points and implement improvements with clinic and support leads.
• Build out training for centralised support teams to match clinic standards.
• Maintain a learning ecosystem, including monthly AI role plays and quizzes, tracked and shared for coaching.
• Own a training and audit calendar end-to-end, coordinating sessions, facilitators, rooms, materials and joining details.

Skills

Training delivery

Facilitation

Quality assurance

Experience audits

Service design

Organisational skills

Verbal communication

Written communication

Multi-site travel

Digital learning tools

Tools

LMS

AI-enabled training

MS Office (Word, PowerPoint, Excel, Outlook)

PowerPoint

Excel

Outlook

Job description

Neko Health is seeking a Member Experience Training & Quality Coordinator to drive the standard of our member experience across clinics and centralised teams. You will design, deliver and audit training, and turn insights into practical improvements that lift service quality as we scale.

You will coordinate schedules, materials, and sessions across sites, while partnering with the Hospitality Programme Lead on the rollout of training and quality assurance initiatives.