We are scaling aggressively, and this is the moment to get it right, before the gap is too deep to unwind. If you want to build something extraordinary, something people talk about long after the call ends, this is the role.

What You’ll Deliver in the First 6 to 12 Months

A Member Care Excellence strategy and roadmap, aligned to our Operations architecture and the Neko brand, that defines how QA, Training, and Content work together. (Impact, not activity)

A QA rubric and calibration process are defined and live, so “good” is consistent across reps, languages, and regions rather than a gut check. (Impact, not activity)

Real onboarding, certification, and a train the trainer protocol are built and running, so training no longer lives in one person’s head. (Chase 10X, not 10%)

QA findings feed directly into training, coaching, and content, fixing issues at the root rather than one conversation at a time. (Optimistic truth seeking)

A content system of macros, FAQs, and Help Center is live both globally and region specifically, with clear ownership and localisation, so reps aren’t building their own answers. (Tech enabled, human centred)

AI is embedded across QA, training, and knowledge, for example in scoring at scale, surfacing coaching themes, and keeping content current, with humans firmly in the loop on care and judgment. (Tech enabled, human centred)

The approach works consistently across EU, UK, and US, delivering one standard of excellence with local expertise where it matters. (Hard truths, high hopes)

A measurable lift in member experience, with a service standard strong enough that members mention it unprompted. (Impact, not activity)

Minimum Requirements

8+ years building or scaling Training and/or QA functions, ideally in a contact centre or member support environment, with senior leadership experience across more than one region.

Head of Member Care - Training and Quality

Responsibilities

Qualification

Preferred

Benefits

Company

Neko Health

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