Description: \- Responsibilities and Duties * Deliver initial training and refresher courses; * Develop refresher materials, as well as operational support materials; * Monitor calls, analyzing procedures and service delivery; * Provide feedback on monitored calls (scores of 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 teams, leadership, and the contracting client to align information and monitoring criteria; * Enter productivity-related data into spreadsheets; * Complete daily reports with monitoring, checklist, and productivity data; * Monitor and follow up on coordinators’ requirements (audits) to ensure compliance with mandatory operational procedures; * Map operational needs and propose action/correction plans to minimize operational difficulties; * Approve portfolios by developing Quality Guidelines aimed at meeting partner requirements; * Conduct motivational campaigns to increase productivity and/or ensure compliance with mandatory procedures; * Deliver continuous feedback during the probationary period (1st and 2nd deadlines); * Conduct initial onboarding flow through collective training immediately after integration orientation; * Deliver training based on needs identified during analyses; * Responsible for controlling the WEB mapping workflow; * Track averages, underperformers, and disputes related to external monitoring; * Implement actions within processes/activities under their responsibility to achieve targeted goals/objectives; * Identify opportunities to improve call scripts for scheduling medical exams; * Develop agents’ communication repertoire on health-related topics; Requirements and Qualifications * Organized; * Analytical; * Impartial; * Committed to continuous improvement; * Team-oriented. 2512190202551813893