Job Description: * Bachelor's degree completed or currently pursuing; * Proficiency in PowerPoint and Excel. * Deliver initial training and refresher courses; * Develop refresher training materials as well as operational support materials; * Monitor calls, analyzing procedures and service delivery; * Provide feedback on monitored calls (those scoring zero or below average), guiding agents on areas for improvement, coaching and correcting them in an influential, polite, and positive manner; * Participate in calibration sessions with operations staff, leadership, and the client to align information and monitoring criteria; * Enter productivity-related data into spreadsheets; * Complete daily reports containing monitoring data, scorecards, and productivity metrics; * Monitor and follow up on coordinators’ requirements (e.g., audits) to ensure compliance with mandatory operational procedures; * Identify operational needs and propose action/correction plans to minimize operational difficulties; * Approve call portfolios by developing Quality Guidelines aimed at fulfilling partner requirements; * Conduct motivational campaigns to increase productivity and/or ensure compliance with mandatory procedures; * Deliver continuous feedback during the probationary period (first and second evaluation deadlines); * Conduct the initial onboarding process through group training immediately after integration orientation; * Deliver training based on needs identified during analysis; * Responsible for managing the WEB mapping workflow; * Track averages, underperforming agents, and disputes arising from external monitoring; * Implement actions within assigned processes/activities to achieve targeted goals/objectives; * Identify opportunities to improve customer service scripts for exam scheduling; * Develop a communication repertoire on health-related topics for customer service representatives; 2512130202201846376