MINIMUM QUALIFICATIONS: EDUCATION, CERTIFICATION, AND/OR LICENSURE: High school diploma or equivalent AND Three (3) years of experience working in a customer service call center environment AND Four (4) years of experience working in Commercial/ACA, CMS, Medicare, healthcare compliance, health plan operations, member services, or related environments. Monitor live and recorded member and provider interactions, evaluate individual and team performance metrics, and partner with Team Leads to deliver timely coaching, actionable feedback, and development plans that drive service excellence, quality outcomes, compliance, and achievement of departmental goals.