PSS - 3010 - Quality Assurance and Training Lead

The Sales Excellence Trainer for our Patient Support Centres plays a vital role in driving the performance and development of our sales agents. As one of a small network across the UK the individual is responsible for designing, implementing, and delivering comprehensive sales training programmes tailored to the unique needs and regulatory requirements of the UK Private healthcare sector. Through a blend of classroom, on-the-job coaching, and continuous performance evaluation, the Sales Excellence Trainer ensures that our teams are equipped to foster patient focussed and empathetic solutions to prospective patients enabling us meet both customer experience and  sales targets. You will also be a key support to support team managers and leads to develop their skills.

Key Responsibilities

• Develop and deliver training programmes using the Spire wide training process to support induction and ongoing development 
• Continuously develop and design engaging training materials, presentations, and online modules to support consistency of delivery and compliance to process
• Facilitate onboarding for new hires to ensure foundational understanding of healthcare products, compliance and systems.
• Conduct regular refresher sessions to keep staff abreast of product updates, sales techniques, and healthcare regulations.

Coaching And Mentoring

• Provide one-on-one and group coaching sessions to address performance gaps and nurture high-potential agents.
• Observe live or recorded calls to offer actionable feedback and help agents refine their communication and sales skills.
• Support agents in understanding customer needs, handling objections, and closing sales while upholding ethical standards.
• Curriculum Development and Assessment
• Collaborate with subject matter experts to develop training content aligned with healthcare industry regulations and company objectives.
• Update training materials in response to changes in products, services, legislation, or best practice.
• Design assessments and certifications to measure agents’ knowledge retention and skill proficiency.
• Performance Analysis
• Analyse sales and quality metrics to identify trends, training needs, and opportunities for improvement.
• Deliver reports and recommendations to management regarding agent performance and training outcomes.
• Monitor the impact of training initiatives on sales success and customer satisfaction.
• Compliance and Ethical Standards
• Instil a robust understanding of relevant healthcare regulations, such as GDPR, HIPAA, and local data protection laws.
• Ensure all training supports compliance with ethical sales practices and patient confidentiality requirements.
• Act as a resource for agents on compliance or ethical queries related to sales activities.
• Collaboration and Communication
• Work closely with sales management, quality assurance, HR, and compliance teams to identify training gaps and align strategies.
• Communicate effectively with a diverse workforce and foster a culture of continuous improvement.
• Participate in team meetings, calibration sessions, and strategic planning initiatives.
• Continuous Professional Development
• Stay informed about developments in healthcare sales, contact centre technology, and adult learning methodologies.
• Attend industry seminars, workshops, and webinars to enhance personal expertise and inject innovation into training programmes.

Qualifications and Experience

• Minimum of 3 years’ experience in a sales trainer, sales manager or sales enablement role, ideally within a healthcare, contact centre, or regulated environment.
• Background in sales, customer service, or healthcare administration preferred
• Certification or formal training in adult education, learning and development, or a related field is highly desirable.
• Proven ability to design and deliver training to multi-disciplinary teams in a dynamic, fast-paced setting.
• Strong understanding of healthcare products and services, and relevant compliance requirements (e.g., medical device, pharmaceutical, insurance, or patient support sectors)
• Exceptional communication, presentation, and facilitation skills.
• Proficiency with Learning Management Systems (LMS) and Microsoft Office Suite.
• Ability to analyse performance data and apply insights to training strategy
• Demonstrated coaching and feedback skills and experience 
• Commitment to ethical standards and confidentiality

Key Competencies

• Instructional Design: Ability to create clear, engaging, and effective training content.
• Sales Acumen: Understanding of sales cycles, techniques, and metrics within the healthcare context.
• Familiarity and competence with digital workflow systems such as CRM systems (SAP C4C/Microsoft Dynamics)
• Communication: Excellent verbal and written communication skills, with the capacity to simplify complex information.
• Analytical Thinking: Skill in interpreting data and using insights to drive training effectiveness.
• Adaptability: Comfort with change and ability to modify training approaches as required by business or regulatory shifts.
• Empathy and Emotional Intelligence: Recognise and respond to the unique needs and pressures of contact centre agents working in healthcare.
• Collaboration: Willingness to partner with cross-functional teams and contribute to shared objectives.
• Leadership: Motivate, inspire, and influence others to strive for excellence.

Working Environment

• Based within a modern and busy Patient support centre environment, with potential for occasional hybrid working arrangements.
• Engagement with a diverse workforce, including agents, supervisors, product specialists, patients and healthcare professionals.
• Opportunities for career progression into training management, learning and development, or operational leadership roles
• Access to continuous learning and personal development resources
• Exposure to evolving healthcare products, patient support services, and digital sales tools
• Improvement in sales performance and conversion rates among trained agents.
• Quality assurance scores and compliance with regulatory standards.
• Agent engagement and feedback on the effectiveness of training programmes.
• Reduction in knowledge gaps and frequency of compliance breaches.
• Achievement of training delivery targets and timely updates of learning content.

Performance Metrics

This Sales Trainer role is an opportunity to make a vital contribution to patient care and organisational growth by empowering others to achieve their best. If you are committed to excellence, motivated by continuous learning, and passionate about healthcare, we encourage you to join our team.