Role Description On our client's behalf, we’re hiring a QA & Training Supervisor to lead their quality and performance across our Patient Concierge team. This role sits at the core of our operations — ensuring every agent interaction meets a high standard while actively developing team performance through structured coaching and training. This is not a passive QA role. You will own quality, drive improvement, and directly impact team performance. Responsibilities - Quality Assurance & Performance Monitoring - Monitor and evaluate agent interactions to ensure alignment with client expectations and service standards. - Identify performance gaps, trends, and areas for improvement across the team. - Maintain consistent QA scoring and feedback processes. - Coaching & Agent Development - Conduct structured coaching sessions to improve agent performance and communication. - Deliver clear, actionable feedback that drives measurable behavior change. - Support agents in building confidence, consistency, and service quality. - Training Program Ownership - Design, implement, and continuously improve onboarding and training programs. - Ensure new hires are fully prepared to perform at a high level from day one. - Develop training materials, documentation, and structured learning paths. - Reporting & Performance Insights - Prepare coaching reports, QA summaries, and performance trend analysis. - Track agent progress and training outcomes. - Provide visibility into team performance and quality metrics. - Operational Ownership - Manage your QA review cycle and training calendar independently. - Ensure consistency in training delivery and quality standards. - Maintain structured processes and documentation across all activities. Qualifications - Proven experience in a high-volume customer service or call center environment. - Strong background in QA, coaching, or training roles. - Bilingual: Fluent in English and Spanish (written and verbal). - Excellent communication skills — clear, structured, and professional. - Strong organizational skills and ability to manage multiple priorities. - Ability to deliver feedback confidently while maintaining professionalism. Ideal Candidate - Detail-oriented with a strong ear for quality and communication. - Comfortable holding others accountable while supporting their growth. - Proactive and self-managed — doesn’t require constant oversight. - Calm under pressure and able to handle performance conversations effectively. - Focused on building a high-performance, quality-driven culture. Nice to Have - Previous supervisory or team leadership experience. - Experience in patient services, scheduling, or healthcare-related environments. - Familiarity with QA frameworks, call scoring systems, or CRM tools. What Success Looks Like - Consistent improvement in agent performance and QA scores. - New hires ramp quickly and meet quality expectations. - Coaching sessions lead to measurable behavior change. - Clear visibility into team performance through structured reporting. - A strong, consistent quality culture across the team. Interview Process - Initial Screening - Assess communication, QA experience, and bilingual proficiency. - Client Interview - Deep dive into coaching approach, QA methodology, and real scenarios. - Final Interview - Alignment on expectations, leadership style, and role ownership.

• Conduct rigorous end-to-end functionality testing procedures to identify and rectify any issues • Design and execute comprehensive end-to-end tests for our web sites, web services and mobile applications • Develop and maintain test plans, test cases, and test scripts to ensure the systematic evaluation of signal performance • Identify and troubleshoot software issues, analyzing test results and recommending necessary improvements • Collaborate with the engineering and development teams to address and resolve user functionality issues • Collect and analyze performance data from software tests, generating meaningful insights and actionable recommendations • Prepare detailed reports and dashboards to communicate test findings to key stakeholders and management • Continuously monitor and evaluate signal performance metrics, providing regular updates on system performance and improvements • Utilize business analyst expertise to support strategic decision-making processes related to communication technology • Collaborate with product managers and business development teams to define and refine product requirements • Assist in the development of business cases and feasibility studies for new technology initiatives • Identify opportunities to streamline signal testing processes and enhance testing methodologies • Contribute to the documentation of testing procedures, best practices, and standard operating guidelines • Work closely with the Quality Assurance team to implement quality improvement initiatives across the organization

Role Description We are seeking a detail-oriented and motivated Junior QA Analyst to join our team. This role is ideal for someone early in their QA career who is passionate about test automation, quality best practices, and continuous improvement. The Junior QA Analyst will work closely with Developers, Product Managers, and Senior QA team members to ensure high-quality software delivery through both manual and automated testing. This position reports to the VP of Technology. - Design, develop, and maintain automated test scripts for web and/or mobile applications - Execute manual and automated test cases to validate functionality, performance, and usability - Collaborate with developers to identify, reproduce, and track defects - Contribute to building and improving the test automation framework - Write clear, concise, and comprehensive test plans, test cases, and test reports - Ensure adherence to quality standards and testing methodologies - Assist in identifying opportunities to increase test coverage and efficiency through automation Qualifications - 0–2 years of experience in QA, software testing, or a related field - Basic understanding of software testing principles (functional, regression, integration testing) - Familiarity with at least one programming or scripting language (JavaScript, Python) - Understanding of test automation tools (e.g., Selenium, Cypress, Playwright, or similar) - Strong attention to detail and analytical thinking skills - Good written and verbal communication skills - Exposure to automation frameworks and design patterns (e.g., Page Object Model) - Familiarity with CI/CD tools (e.g., GitHub Actions, Jenkins, GitLab CI) - Experience testing APIs (e.g., Postman, REST clients) - Basic knowledge of SQL for data validation - Understanding of Agile/Scrum development environments Requirements - Strong problem-solving mindset - Eagerness to learn and grow in test automation - Ability to follow and promote QA best practices - Collaborative team player with a proactive attitude - Time management and ability to handle multiple tasks Benefits - Healthcare after 60 days of employment - Weekly paychecks - Employee credit each week to bid on our items after 60 days of employment - 401(k) with employer match after 90 days of employment - Employee Referral Program - 13 days PTO after 90 days of employment

• Test new features and track down bugs before they reach users • Write clear, detailed bug reports and improvement suggestions • Create and maintain test cases and checklists • Write tasks independently — you won't need to wait for someone to spell everything out • Double-check requirements, flag gaps, and proactively communicate with the team • Work closely with designers and developers to ensure a smooth, high-quality user experience