Manage and resolve member and corporate complaints, perform root-cause investigations, and partner with operations for service recovery. Conduct quality evaluations across interactions, audits, calibration, coaching, and turn insights into recommendations to improve service delivery and member satisfaction.

Manage and resolve member and corporate complaints end-to-end; conduct root-cause investigations; perform quality evaluations of calls, emails, and requests; run audits, calibration sessions, and coaching; identify trends and drive service improvement initiatives in collaboration with Operations, Training, and Client Services.