• Own end-to-end onboarding, ongoing training, and quality assurance for the Patient Engagement team • Manage and develop the training and quality team • Define, implement, and enforce quality frameworks, audits, and performance expectations • Review performance data and quality results to identify gaps and drive continuous improvement • Reduce performance variability by addressing systemic training and quality gaps • Lead coaching, remediation, and upskilling efforts based on performance outcomes • Identify team-wide opportunities for improvement and translate them into training initiatives • Ensure compliance with clinical, operational, and company standards • Maintain and evolve SOPs, playbooks, and training documentation • Serve as a subject matter expert in tooling, ensuring training and quality programs reflect how tools are used to drive effective, efficient performance • Ensure training programs support efficient ramp, sustained performance, and long-term team effectiveness