Member Care Operations Associate

Calibrate is hiring a Member Care Operations Associate to support day-to-day Member Care operations and resolve issues affecting the member experience. The role monitors and tests AI agents, supports quality assurance and workflow improvements, and maintains process documentation. ResponsibilitiesSupport the day-to-day operations of Calibrate’s Member Care Team by identifying and resolving issues that affect the member experience through data analysis, quality audits, and cross-functional projectsMonitor AI voice and chat agent performance, using established QA guidelines, and document errors and opportunities for improvementTest AI agent updates and member journeys, record results, and report unexpected or undesired behaviorAssist in no-code AI agent journey development to improve member experienceUpdate SOPs and knowledge base articles based on approved process changesIdentify and propose improvements to broken workflows, inefficiencies, unclear instructions or SOPs, or gaps in membe