ABOUT THIS ROLE The Quality & Compliance Manager is a new function at Legacybox, and one of the most important ones we're building. This person sees the full picture: what agents are doing, what they should be doing, and how to close the gap. They audit calls and tickets. They build the materials that help agents get better. They own the systems — SOPs, macros, training modules — that make our team consistent and scalable. You are the driving force behind raising best-in-class standards. WHAT YOU'LL OWN Quality Assurance - Conduct regular QA evaluations across phone, email, and chat interactions, evaluating for tone, accuracy, completeness, and compliance. - Deliver scored evaluations and qualitative feedback to Team Leads, with clear coaching context. - Build and maintain QA scorecards and rubrics that reflect Legacybox's brand voice and service standards. - Produce recurring QA performance reports for the VP of CX: team-level and individual-level trends, flagged patterns, and recommendations. - Flag systemic quality issues as they emerge — if five agents are getting the same thing wrong, that's a training gap, not five individual problems. Compliance & Ticket Auditing - Audit tickets and call recordings for compliance, with particular focus on over-the-phone order processing — ensuring PCI, data handling, and internal procedure standards are met. - Maintain a compliance audit log and escalate findings to the VP of CX when issues require action. - Partner with Team Leads and management to ensure compliance requirements are understood at the agent level — not just documented, but practiced. Macros, SOPs & Documentation - Own the macro library in Gorgias (our CRM) — updating, retiring, and creating macros as processes evolve, products change, or quality data reveals gaps. - Write, maintain, and organize SOPs for all support tracks (phone, chat, and email). SOPs should be clear, searchable, and actually used. - Work with Team Leads to capture tribal knowledge and formalize it so agents can find it. - Conduct periodic SOP audits to ensure documentation reflects the current process, not last year's. Training, Onboarding & Development - Own the onboarding program for new agents — from day one structure through ramp, ensuring new hires feel prepared and supported before they touch the live queue. - Create and maintain training materials: written guides, slide decks, video walkthroughs, and structured learning modules. - Facilitate re-training sessions for agents on a performance improvement track, approaching this with coaching energy, not punitive energy. - Identify training opportunities proactively from QA data, ticket trends, and lead feedback. - Keep training materials current as products, processes, and brand voice direction evolve. THE TECH STACK YOU'LL WORK IN This role requires genuine comfort with technology — not just as a user, but as someone who can build things in it. You'll need to be fluent across: - Gorgias (our CRM) - Google Suite (particularly Docs, Slides, and Sheets) - Loom or equivalent screen-recording for training. - Basic video editing - Learning module tools - Aircall or equivalent phone platform You don't need to be an engineer. But you should be the kind of person who figures things out, learns new software fast, and builds things that look professional and work reliably. EXPERIENCE & QUALIFICATIONS - 3+ years in a CX, contact center, or support operations role or learning and development role - Demonstrated QA experience; you've evaluated interactions, built scorecards, and delivered feedback to agents or leads - Experience writing SOPs, process documentation, or operational guides that people actually use - Strong written communication; your documentation is clear, not just thorough - Comfort with compliance concepts in a customer-facing context (PCI, phone order handling, data handling best practices) - Proficiency in Google Slides, PowerPoint, or equivalent; you can build a polished deck, not just fill in a template - Experience creating training content: slide decks, written guides, recorded walkthroughs, or structured modules - Ability to work cross-functionally with Team Leads and report upward to the VP of CX Bonus Points For: - Teaching, instructional design, or L&D background - QA lead or QA analyst title in a previous role - Experience in an e-commerce, DTC, or high-volume support environment - Familiarity with Gorgias or similar CX helpdesk platforms - Video editing experience and comfort in producing polished training videos HOW THIS ROLE FITS THE TEAM This is an individual contributor role, with the potential to manage a larger QA team as we grow. You report directly to the VP of CX. You work in close collaboration with our Team Leads and Managers, who manage the day-to-day agent experience. You give them better data, better tools, and better materials so they can coach more effectively. Agents don't report to you, but they'll know your name. Your scorecards, your SOPs, your training modules, these shape how every agent on this team does their job. WHAT THIS ROLE IS NOT This is not a purely administrative or clerical documentation role. The person who succeeds here is a builder and someone who can take a blank page and produce something genuinely useful, whether that's a QA scorecard, a training video, or a rewritten SOP that agents actually read. If you've spent time in quality, training, or CX operations and felt like you could do so much more if someone just gave you the scope, this is that job. Benefits - Healthcare coverage that includes medical, dental, and vision plans - Health Savings Account eligibility - Short-term disability plan is available after the 30-day waiting period - Free 24/7 access to TextCare for medical support - Retirement plan with employer match, available after six months for employees age 21 or older - Paid parental leave - Paid time off, accrued bi-weekly

Position Title: Senior Associate, Electricity Program Reports To: Director, Electricity Program Type: Full-time, 1-year contract Location: Remote; flexible within the U.S. ABOUT CATF Clean Air Task Force (CATF) is a nonprofit organization working to safeguard against the worst impacts of climate change by catalyzing the rapid global development and deployment of low-carbon energy and other climate-protecting technologies. This is accomplished through research and analysis, public advocacy leadership, and partnership with the private sector. CATF is highly respected for its deep expertise and research on energy and industrial systems and potential strategies, technologies, and policies that can radically shrink their impact on the planet’s atmosphere. Our team of experts and advocates (and global network of subject matter experts and civil society partners) put this research and knowledge into action by designing and enacting public policies that drive toward zero-emissions. We also support policies and work directly with private industry to innovate in technology to make the path to zero emissions swift and affordable. CATF has offices in Boston, Washington D.C., and Brussels, with staff working virtually around the world. ROLE The Senior Associate will play an important role in the implementation of CATF’s Electricity Program strategies. The role of the Senior Associate is to develop and advocate for electricity sector policies in collaboration with CATF’s advocacy and communications teams, and other teams operating in the region. The Senior Associate will be responsible for written reports, stakeholder engagement, and advocacy across a broad region and will help advance CATF’s policy activities and priorities at both the U.S. national and state levels. Substantive policy work includes (a) monitoring and evaluation of existing policies and policy concepts, (b) developing new policies, (c) planning and executing advocacy together with the relevant CATF teams, and (d) supporting technical capacity building for implementation of regulations. It will also include collaboration with allied NGO, industry, expert, and government-based stakeholders. Key Functions and Responsibilities: - Provide in-house expertise on electricity sector policy, advocacy and related topics, particularly focused on the U.S. state and federal policy and regulatory ecosystems. - Identify, synthesize, and communicate key technical and economic trends across the electricity sector, including industry players, government organizations, and regional markets. - Conduct policy research, delivering informed analysis regarding their contribution to the U.S. electricity sector. - Collaborate closely with the U.S. Advocacy team (federal, state, policy impact, and legal) on policy and advocacy activities. - Proactively engage external stakeholders, including federal and state policymakers, industry leaders, and NGOs, to drive policy and advocacy activities aligned with CATF’s Electricity’s strategy, projects, and initiatives in liaison with the U.S. Advocacy Team. - Serve as spokesperson on electricity sector policy matters, representing CATF at high-level meetings, conferences, and public forums. - Collaborate cross-functionally with CATF teams to ensure initiatives are aligned with the organization’s goals and contribute to decarbonization efforts. Skills and Qualifications - 4+ years of electricity-sector experience. - Subject matter expertise in electricity sector regulation, integrated resource planning, and market design are preferred, but candidates without are encouraged to apply. - Successful lobbying/advocacy experience a plus. - Proven skills and experience working in a team, managing projects with tight deadlines in a collaborative way. - Self-starter who enjoys taking initiative and helping others. - Consistent follow-through, strong organizational skills, and commitment to producing high-quality work. - Excellent written and oral communications and interpersonal skills. - Capable of working and collaborating in a virtual office environment; willingness to travel occasionally. - Passion for CATF’s mission. COMPENSATION AND LOCATION This is a full-time, remote 1-year contract position, with location flexible within the United States. CATF offers an excellent benefits package (details available on our careers page) and an annual salary range of $85,000-$105,000 dependent on skills and experience. CATF provides equal employment opportunities.

• Serve as a primary compliance point of contact for field agencies, brokers, and sales leadership. • Interpret and apply state and federal insurance regulations. • Advise field agencies and internal partners on compliant operational practices. • Identify trends, recurring issues, and agency‑specific risk based on complaints, audits, and escalations. • Lead investigation, documentation, and resolution of compliance‑related issues.

• Deliver specific course content in an online environment. • Provide instruction, support, and guidance to students. • Manage the learning process focusing on students’ individual needs. • Collaborate with parents to advance each student’s learning. • Ensure compliance documents are completed for special needs students. • Develop IEPs and related state documentation. • Facilitate special education meetings and provide the necessary resources to students. • Ensure students participate successfully in general education classrooms. • Document all contacts and analyze student data for remediation needs.