This is a remote office opportunity. The Quality Analyst IV oversees work performed by the Outpatient audit program to ensure that EXL’s standard of accuracy is met. Audits are performed by validating the accuracy of the coding billed in relation to the medical documentation. The coding auditor determines if a discrepancy exists in the coding and documents the findings. The quality analyst undertakes a quality review of random and targeted coding audits to check the accuracy and completeness of audits performed. A brief coding/auditing assessment may be included as part of the interview process EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers. EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

Role Description The Quality Assurance Analyst is responsible for ensuring consistent service quality across Marco’s service operations. This role focuses exclusively on quality assurance, including: - Ticket documentation standards - Resolution accuracy - Adherence to service processes - Quality of client interactions The analyst evaluates completed service work and customer communications, identifies quality gaps, and partners with Service Delivery leadership to drive continuous improvement. Essential Functions - Conduct quality assurance reviews of closed service tickets to evaluate: - Accuracy of diagnosis and resolution - Completeness and clarity of documentation - Adherence to service standards, SOPs, and agreements - Review recorded phone calls and customer interactions to assess: - Professionalism and communication quality - Problem understanding and resolution effectiveness - Alignment with customer experience expectations - Identify recurring quality issues, documentation gaps, and process breakdowns across teams and clients. - Provide clear, actionable QA feedback to Service Delivery Managers to support coaching and corrective action. - Partner with Service Delivery and Operations leadership to: - Improve service consistency - Reduce repeat issues caused by quality gaps - Strengthen documentation and resolution standards - Contribute to the development and refinement of QA standards, scorecards, and review criteria. - Assist in creating and updating SOPs related to ticket quality, documentation, and client communication. - Prepare and present QA findings, trends, and recommendations during service reviews and operational meetings. - Stay current with service delivery best practices, customer experience standards, and relevant technology platforms. Qualifications - Associate’s degree and two years of relevant experience; or equivalent combination of education and experience. - 2+ years of experience in a service desk, helpdesk, or MSP environment. - Prior experience performing ticket or call quality reviews preferred. Requirements - Familiarity with ConnectWise ticketing systems. - Strong attention to detail and analytical skills. - Excellent written and verbal communication. - Ability to deliver objective, constructive feedback. - Ability to work independently and manage multiple priorities. - Experience with QA frameworks or call monitoring tools. - Understanding of MSP service agreements and work role structures. - Proficiency in Excel or BI tools for reporting. - Strong problem-solving skills with a focus on delivering high-quality service solutions. - Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools. - Current industry certifications such as Microsoft MTA, CompTIA Network+, and/or A+ are preferred. - Excellent communication skills in working with and relating to people at all levels of an organization. - Well organized and self-directed while being a team player. - Treat people respectfully, work with integrity and ethics, and uphold organizational values. Benefits - Pay Range: $25.50 - $39.50 hourly - The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. - For detailed information about our benefits, please visit our careers page at www.marconet.com/careers . Location This is a remote-eligible position; however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.

Role Description The Business Process Analyst is responsible for designing, documenting, and maintaining standardized service processes for Marco’s Managed IT (MIT) organization. The primary focus of this role is creating playbooks, process maps, and SOPs that drive consistency, scalability, and operational clarity across service teams. This role partners closely with Service Delivery, Operations, Automation, and Quality Assurance to translate how work should be done into clear, usable documentation that enables repeatable execution and continuous improvement. The Business Process Analyst does not manage daily operations or people; success is measured by process clarity, adoption, and reduction of variability and rework. Essential Functions: - Develop and maintain Service Playbooks that clearly define: - Purpose, scope, and ownership of processes - Inputs, outputs, and success criteria - Escalation paths and decision points - Create detailed process maps (swim lanes, flowcharts, BPMN-style diagrams) for: - Ticket Lifecycle (intake, triage, resolution, escalation, closure) - Requests, alerts, and exceptions - Cross‑team workflows (Care Teams, NOC, Rapid Resolution, After‑Hours) - Author and maintain Standard Operating Procedures (SOPs) that: - Are clear, concise, and execution‑focused - Align to service standards, SLAs, and tooling - Support onboarding, cross‑training, and consistency - Work with subject‑matter experts to capture current‑state processes and design future‑state improvements. - Identify gaps, inefficiencies, and handoff issues within existing processes and recommend improvements. - Ensure all process documentation: - Uses consistent structure and terminology - Is version‑controlled and easy to consume - Aligns with Quality Assurance and automation standards - Partner with QA and Service Delivery leadership to: - Reduce repeat issues caused by unclear or inconsistent processes - Support root‑cause and problem management initiatives - Support automation initiatives by: - Defining process eligibility and guardrails - Documenting automation handoffs and exception paths - Present process documentation and recommendations during operational and leadership reviews. Qualifications - Associate’s degree and three years of relevant experience; or equivalent combination of education and experience. - 2+ years of experience in a service desk, helpdesk, or MSP environment. - Demonstrated experience creating SOPs, playbooks, or process documentation. Requirements - Strong process analysis and documentation skills. - Ability to translate complex operational workflows into clear, actionable documentation. - Experience creating flowcharts and process maps (Visio, Lucidchart, Miro, etc.). - Excellent written communication skills with a focus on clarity and usability. - Strong stakeholder collaboration and facilitation skills. - Experience working with ticketing systems (e.g., ConnectWise). - Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools. - Excellent communication skills in working with and relating to people at all levels of an organization. - Well organized and self-directed while being a team player. - Treat people respectfully, work with integrity and ethics, and uphold organizational values. Benefits - Pay Range: $80,796 - $125,234 annually. - The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. - For detailed information about our benefits, please visit our careers page at www.marconet.com/careers. Location - This is a remote-eligible position; however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.

• Answer and resolve employee benefits inquiries, providing guidance on complex issues and ensuring accurate, timely resolution in partnership with vendors and internal teams. • Support design, implementation, and administration of AMER benefits programs, including insured, absence and perk programs. • Partner with brokers, consultants, insurers, and internal stakeholders for renewals and program execution. • Manage vendor onboarding, financial setup, and operational governance. • Create and maintain clear communications to improve understanding and engagement of benefits and perks programs. • Enhance the employee experience through feedback and improved communication tools. • Resolve escalated issues by identifying root causes and partnering with vendors on long-term solutions. • Partner with vendors to apply benchmarking and trend analysis in support of annual renewals and day-to-day program improvements. • Perform data analysis and reconciliations to ensure accuracy and compliance. • Maintain documentation and uphold best practices in benefits administration. • Drive the refinement, implementation, and administration of time-off and leave policies for your region, including required configuration and maintenance within Workday