• Provide guidance and support to more junior staff: conducting formal observations • Assist internal team members and outsourced staff in reviewing errors • Participate in on-boarding and execution of development plans • Identify trends and recommend changes to processes • Escalate system and operations issues reported to business owners • Produce daily educational bulletins • Collaborate with Training Quality and Operations during training period • Responsible for cross-training new/existing training • Monitor provisions and make recommendations to Service Level Agreements (SLAs)