Member Care Ops Specialist — AI & Data-Driven Support

Calibrate; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Remote-first

Headspace access

Wellness programs

Medical, dental, vision

Parental leave

Job summary

Calibrate, a leader in redefining obesity care, is seeking a Member Care Operations QA specialist to support the daily operations of the Member Care Team. You will analyze data, perform quality audits, and collaborate across functions to enhance the member experience.

You will monitor AI voice and chat agents, test updates, and document improvements. The role requires comfort with new systems, and experience with Zendesk, Looker, and Google Workspace, with a remote-first work model.

Qualifications

• Zendesk Support and Explore proficiency.
• Google Sheets proficiency.
• Experience tracking project tasks and meeting deadlines.
• Experience using AI to improve a process.
• Experience using data to spot patterns and summarize findings.
• 2 years of customer service experience.
• 1 year of technical experience.

Responsibilities

• Support 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 projects.
• Monitor AI voice and chat agent performance, using established QA guidelines, and document errors and opportunities for improvement.
• Test AI agent updates and member journeys, record results, and report unexpected or undesired behavior.
• Assist in no-code AI agent journey development to improve member experience.
• Update SOPs and knowledge base articles based on approved process changes.
• Identify and propose improvements to broken workflows, inefficiencies, unclear instructions or SOPs, or gaps in member experience.
• Be comfortable learning new systems, troubleshooting routine issues, and working across tools like Zendesk (Support and Explore), Looker, AI platforms, Slack, and Google Workspace.
• Support Zendesk queue and call monitoring with dedicated quality assurance scorecards.

Skills

AI fluency

Data fluency

Quality assurance

Attention to detail

Process documentation

Communication

Adaptability

Tools

Zendesk

Looker

Google Sheets

Slack

Google Workspace

Job description

Calibrate, a leader in redefining obesity care, is seeking a Member Care Operations QA specialist to support the daily operations of the Member Care Team. You will analyze data, perform quality audits, and collaborate across functions to enhance the member experience.

You will monitor AI voice and chat agents, test updates, and document improvements. The role requires comfort with new systems, and experience with Zendesk, Looker, and Google Workspace, with a remote-first work model.