- Responsible for collecting data results and performing analysis team member moderation.- Work closely with co-workers to process updates and policy materialsto team members.- Train other agents on processes and policies.- Formulating calibration materials to provide to team memberscampaign wide.- Collecting data and providing dashboards of team data to team leadsfor stat tracking and coaching opportunities.

Review user-generated content in real time to make sure it meets your company's standards and community guidelines.

- Research and resolves work that requires further action- Oversees the department's phone activity (inbound and outbound) forquality and efficiency- Report Member Experience dissatisfaction to appropriate teammembers and/or management.- Provide outreach regarding members, transportation, education andother subjects as needed to medical facilities- Review and analyze course materials including instructional manuals,learning aids, job aids, and learning evaluations such as quizzes andtests for accuracy and update as directed.- Provide training reports, including account training needs, classroomprogress, individual agent progress, and other performance tracking asrequested by management.- Communicates with management, support agents, and clientrepresentatives using professionally written email, letters and memos