• Ensures compliance with regulatory and company/departmental standards by monitoring staff and processes, and implementing corrective action, as required. • Improves service quality and efficiencies by developing and implementing standards, workflows and processes that are compliant with regulatory requirements and supports the delivery of service excellence. • Maintain regulatory compliance by remaining knowledgeable of regulations and contractual requirements related to customer service operations, developing and implementing processes and policies/procedures that meet or exceed requirements. • Ensure the SCAN commitment of service excellence to our customers by ensuring that staff consistently provide a level of service that meets or exceeds the customer’s expectation while being respectful, kind and knowledgeable about SCAN benefits and services. • Identify and remediate deficient practices/processes by monitoring processes and staff interactions with customers, providing feedback, identifying trends and overseeing and measuring corrective actions. • Provide management with feedback on staff performance and participate in coaching of the staff. • Improve service quality by measuring the quality, effectiveness and efficiency of the customer experience and provide recommendations for improvement to management. • Support the Member Services Trainer by providing feedback on training needs and assist in the development and presentation of training, as required. • Maintain awareness of membership and service issues by generating reports, analyzing data to identify trends, and making recommendations for improvement. • Contribute to team effort by accomplishing related results, as needed. • Actively support the achievement of SCAN’s Vision and Goals.

• Lead end-to-end QA and testing activities for eligibility, enrollment, renewals, and case management modules. • Develop and maintain test strategies, test plans, and test schedules aligned to project timelines and release cycles. • Manage functional, integration, regression, and user acceptance testing (UAT) for eligibility systems. • Validate system behavior against Medicaid, SNAP, TANF, Childcare, and other HHS program rules. • Coordinate testing activities across cross-functional teams, including business analysts, policy SMEs, developers, and vendors. • Review and approve test scenarios, test cases, and expected outcomes for eligibility workflows. • Track and manage defects, working with technical teams to ensure timely resolution and retesting. • Provide regular QA status reporting, risk assessments, and readiness updates to project leadership. • Support go-live readiness, cutover planning, and post-implementation stabilization (“hypercare”).

• As our newly appointed Combustion Engineer - End User Support you will be our fired equipment specialist/engineer for customers in the region. • Provide combustion solutions for furnaces, heaters, boilers, flares, incinerators, or other fired equipment and ancillary technologies. • Apply problem-solving skills across multiple markets, customers, and equipment. • Travel to different facilities, diagnosing equipment issues. • Upgrade technologies to satisfy environmental initiatives and solve combustion problems primarily for refining and petrochemical end users with the support of a global team.

• Identify, isolate, document, and fix any localization / linguistic issues. • Verify fixes by using test tools or databases. • Follow and complete Test Cases / Checklists to perform targeted testing. • Write bug descriptions based on company standards and client specifications. • Apply knowledge of user preferences in Target Market to influence the client’s product. • Proactively look for gaps in test coverage. • Collaborate with partner teams in testing the product. • Offer constructive feedback on gameplay, fun factor, and game balance.