• The Performance Development & Training Specialist designs, delivers, and reinforces training and performance development for frontline teams in a remote healthcare call center. • Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email). • Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content. • Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint. • Provide structured coaching to improve agent behaviors and outcomes.

• Collaborate closely with the product team (functional tester, PO, Dev) • Design, develop, and maintain automated test scripts to validate functionality, performance, and security aspects of software applications • Implement and enhance automated test frameworks to improve test efficiency and coverage • Collaborate with the development team to integrate automated testing into the CI/CD pipeline • Contribute to the creation and maintenance of test data, ensuring realistic and diverse scenarios are covered • Execute automated test scripts and analyze results to identify defects, performance issues, and areas for improvement • Report and track defects using designated tools, providing detailed information for developers to facilitate efficient issue resolution • Collaborate with the development team to verify bug fixes and ensure the successful closure of reported issues • Create and maintain documentation related to automated test scripts, frameworks, and testing processes • Provide training and support to team members on test automation best practices

• Review business requirements, functional specifications, and user stories to design comprehensive test plans and test cases. • Define test scenarios that validate functionality, integration, regression, and end-to-end workflows. • Prepare and manage test data to support manual testing efforts. • Execute manual test cases across web, mobile, and backend systems. • Identify, log, and track software defects using a defect tracking system. • Collaborate with developers and product teams to reproduce, prioritize, and resolve issues. • Perform regression testing to validate fixes and ensure existing functionality remains stable. • Work closely with Product Owners, Business Analysts, and Developers to ensure clarity on requirements and acceptance criteria. • Participate in Agile ceremonies, including sprint planning, backlog grooming, and retrospectives. • Provide clear, timely, and detailed test results and quality metrics to stakeholders. • Validate that software meets usability, accessibility, and customer experience standards. • Act as an advocate for the end user, ensuring that defects and gaps are addressed before release. • Provide feedback to improve application design, functionality, and performance. • Contribute to refining QA processes, templates, and best practices. • Stay current on industry trends and testing techniques to improve effectiveness. • Support test documentation, knowledge sharing, and cross-training within the QA team.

About The Role Location: Kaiserslautern / Wiesbaden / Spangdahlem / Stuttgart Contract type: Full time and 24 month fixed term contract We are looking for a Near Patient Quality Assurance Lead (NPQAL) to champion high standards of patient care and drive continuous service improvement across our near patient nursing teams. In this home‑based role, you’ll work closely with global quality colleagues, TRICARE partners, beneficiaries, medical providers, and local teams to enhance customer experience, monitor quality performance, and ensure safe, effective service delivery. You’ll lead quality initiatives, oversee service recovery processes, analyse provider outcome data, and support audits, credentialing, and corrective action planning to uphold the TRICARE Overseas Program’s clinical quality standards. This role is based from home, with occassional travel to healthcare provider sites in the region. Key Responsibilities - Lead quality initiatives, processes and oversight of customer service / service recovery responses, in partnership with the in-country teams. - Ensure that documentation of compliments, complaints, grievances and Prevention Quality Indicators (PQI) are captured in our customer feedback system (RiskMan360) and track corrective action plans that result from investigations of grievances, Quality Incidents, customer feedback and defect trends. - Responsible for driving support for the Clinical Management Program / Clinical Quality Oversight Plan through the collection, collation and analysis of provider level data relating to the quality outcome program. - Support the Lead Country Physician in raising and maintaining the quality of the near patient nurses’ assessments through case reviews and case feedback. - Support provider visits to develop relationships with the provider quality team, to support site assessment visits and to drive the regular update of clinical outcome data from providers. - In consultation with the Clinical Quality Assurance and Innovation Lead and the Head of Clinical Quality define, implement, and administer key service quality guidelines and procedures. - Set targets for improvements in service quality to drive up standards in beneficiary satisfaction and safety of care. - Implement proactive service quality improvement plan and initiatives, ensuring all parties understand their role in the plan. - Ensure patient expectations are met from start to finish and work with local healthcare providers and near patient teams where Patient Reported Experience Measures (PREMS) describe poor beneficiary centric care. - Assist with targeted training of employees to ensure consistent and high-quality levels of customers service support. - Conduct regular internal reviews on service delivery through case reviews and clinical audits, providing feedback to the teams, physician leads and the quality team. - Work with the Head of Clinical Quality to ensure appropriate capacity and support in place to complete audits and conduct workshops / focus groups. - Collaborate with other members of the quality team in preparing and implementing training and development plans and in mentoring country team. - Assure that all appropriate personnel are trained on all SOP’s and that SOP’s are readily assessable to them. - Participate in projects related to quality improvement initiatives. About You - Graduate nurse with a minimum of 3 years nursing experience - Experience in one or more of the following fields: o Healthcare quality management/assurance o Medical facility accreditation in one or more areas o Implementation or conducting of medical facility or departmental review/audit programs o Medical facility administration in provision of healthcare services o Medical outsourcing of services to provider network o Healthcare network development / management o Familiarity/experience with international healthcare - either working/interfacing in international healthcare environment o Healthcare insurance or medical/travel assistance in area of managed healthcare utilizing provider networks - Proficient in German and English - Identifies and acts on potential problems and / or difficulties - Demonstrates appropriate listening skills - Demonstrates effective problem-solving skills and lateral thinking - Able to work under pressure and to prepare accurate and timely reports Why This Role Stands Out - A warm, supportive, and globally connected team - A unique role combining patient care, quality, and nursing knowledge without shift work. - A diverse, inclusive organisation with colleagues across the world - The chance to make a real difference for military families living abroad