Role Description CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events. Are you someone who thrives on turning challenges into meaningful client experiences? At Editage, we are looking for individuals who can transform client feedback into actionable insights and long-term satisfaction. This role sits at the intersection of quality, customer experience, and problem-solving, making a direct impact on client retention and service excellence. This is a fully remote role with a 9-hour shift scheduled between 7:00 AM and 9:00 PM, including rotational weekend shifts (9:00 AM – 6:00 PM). Responsibilities - Own Client Feedback End-to-End: Take complete ownership of client concerns by analyzing root causes, understanding sentiment, and delivering effective, lasting resolutions. - Drive Customer Delight: Convert dissatisfaction into positive experiences through thoughtful communication and solution-oriented thinking. - Handle Complex Escalations: Manage high-impact and sensitive client interactions with empathy, clarity, and strong judgment. - Strengthen Process Understanding: Develop a deep understanding of internal workflows across services and markets to prevent recurrence of issues. - Improve Quality & Resolution Efficiency: Continuously enhance resolution quality, turnaround time (TAT), and overall efficiency of feedback management. - Collaborate Across Teams: Work closely with internal stakeholders to ensure timely and effective resolution of client concerns, including urgent escalations. - Drive CSAT & SLA Adherence: Maintain and improve customer satisfaction scores while ensuring compliance with defined SLAs. - Generate Insights & Recommendations: Identify patterns in client feedback, highlight process gaps, and proactively suggest improvements to enhance service quality. Success Metrics in this Role - Drive high CSAT scores and contribute to long-term client retention. - Minimize repeat complaints through effective root cause analysis and resolution. - Achieve faster and more efficient turnaround times for client issues. - Translate client feedback into actionable insights that influence process and service improvements. Qualifications - Bachelor’s degree or higher. - Excellent written and spoken English communication skills. - Strong customer-first mindset with excellent problem-solving ability. - Ability to handle ambiguity and complex situations. - Proven ability to collaborate across teams. Application Process Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, we will have one technical round and one HRBP round. Equal Opportunity Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic. Accelerating from Anywhere As a remote-first organization, these are essential attributes we look for in all our candidates: - Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently. - Documenting work that brings everyone on the same page. - Maturity to choose between synchronous and asynchronous collaboration. - Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status. Company Description Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.

• Plan and execute functional and non-functional tests on ERP systems • Create and maintain test scripts (manual and automated) • Develop test automation using Selenium • Validate integrations between systems (APIs, services, etc.) • Execute database queries (SQL) for data validation • Identify, document and track bugs through to resolution • Work closely with development and product teams • Participate in refinement sessions, ensuring clear acceptance criteria • Contribute to continuous improvement of quality and processes

• Conduct audits of laboratory personnel • Identify inconsistencies and operational issues • Assess systems and work practices against applicable procedures and regulations • Draft audit reports and conclusions and monitor corrective and preventive actions (CAPAs) • Coordinate client and regulatory authority audits for the laboratory • Support external auditors and respond to their queries • Manage auditors’/inspectors’ observations and assign them to the relevant parties • Co-evaluate the relevance of recommendations with laboratory managers • Review study-related documentation and verify compliance with Quality Documents (Procedures, Work Instructions, …) • Apply GMP standards and review verification protocols and reports • Review documents specific to non-conformities (Deviations, complaints, OOX, …) • Review quality documents such as standard operating procedures, work instructions, forms and templates • Provide support in handling customer complaints

Role Description We are seeking Quality Assurance Reviewers to evaluate audio recordings of native speakers with various regional accents. These audios will be used to improve voice assistant technologies. Qualifications - Idiomatic fluency in French (France) - Reside in France - Be able to follow guidelines in English - Attention to detail - Excellent time management skills - Prior experience with audio QA or similar tasks is required Requirements - Work Location: Remote in France - Workload: at least 20 hours/week - Project Duration: up to 16 weeks - Engagement Model: Freelance / Independent Contractor - Estimated Start Date: Mar. 2026 Company Description DataForce by TransPerfect is part of the TransPerfect family of companies, the world’s largest provider of language and technology solutions for global business, with offices in more than 100 cities worldwide. We offer high-quality data for Human-Machine Interaction to some of the most prestigious technology companies in the world. Our department focuses on gathering, enriching and processing data for Machine Learning in different AI domains. To learn more about DataForce please visit us at https://www.transperfect.com/dataforce .