• Work headquarters as the F-5 program. • Ensures contract performance conforms to established standards and Government agency guidelines, guaranteeing lasting customer satisfaction. • Manage/supervise and provide training to site level Quality Managers and quality representatives. • Ensure adherence to and compliance with established company quality policies, practices, standard operating procedures (SOP), government regulations, and ground operating procedures (GOP). • Interpret technical direction from aviation maintenance manuals and directives and administer policies, processes, and procedures that affect Company Functional Departments and Programs. • Advise operating units on quality control standards, and opportunities for improvement. • Conduct Quality Management System Audits, and write detailed quality reports relating to quality requirement compliance, findings, and defect reports. • Enter data tracking information into excel spreadsheets, interpret collected data, implement and monitor data tracking and trending, and have an understanding of the information provided through analysis of trended data. • Ensure prompt initiation and oversight of any suspected negative trends and conduct investigations and collect/trend the associated systemic data. • Analyze inspection processes, and mechanisms and conduct quality assurance reviews. • Adapt quickly to a rapidly changing environment to meet customer needs. • Provide response to customer concerns and findings, and track corrective actions taken in response to internal and customer audit findings. • Monitor quality deficiencies and coordinate corrective actions. • Ensure that corrective measures meet acceptable reliability standards and that documentation is compliant with requirements. • Provide oversight for the development and maintenance of quality programs, processes, and procedures that ensure compliance with policies and that the performance and quality of services conform to established standards and agency guidelines. • Maintain awareness of regulatory changes and disseminate safety-related bulletins, technical changes and literature to work site personnel. • Responsible for investigating mishaps and injuries and overseeing technical library. • Provide assistance as required to ensure the Quality Management System, programs, policies, and procedures are maintained and reviewed, and updated as required. • May be required to assist with planning, scheduling and projecting maintenance operations to meet contractual requirements. • Assist with planning sequence of scheduled maintenance for the program. • Assist with identifying and tracking critical path for aircraft scheduled maintenance and high time replacements.

• Develop, execute, and maintain test strategies, test plans, and test cases for Pega-based applications undergoing modernization and cloud migration. • Perform functional, regression, integration, system, and user acceptance testing (UAT) for applications built on Pega Cloud for Government. • Validate end-to-end business workflows to ensure alignment with redesigned processes and modernization objectives. • Collaborate with Business Analysts, Developers, and Product Owners to clarify requirements and acceptance criteria. • Participate in Agile ceremonies (sprint planning, daily stand-ups, sprint reviews, retrospectives) and contribute to continuous improvement. • Design and execute test scenarios for data migration and validation, ensuring data integrity between legacy systems and Pega Cloud. • Perform API and integration testing across interfacing systems. • Identify, document, and track defects using tools such as Jira; work closely with development teams to support resolution and retesting. • Support performance and load testing efforts to ensure scalability and reliability of cloud-based applications. • Validate security and access controls, ensuring compliance with state and regulatory requirements. • Maintain test documentation and traceability between requirements, test cases, and defects.

• Support Quality review of batch records, test results, and associated documentation to enable timely lot disposition. • Assist in tracking manufacturing, testing, and release activities for clinical batches to support timely and compliant product delivery to patients. • Coordinate with internal teams (Quality, Patient Operations, Program Management) and external partners, including CDMOs, to track batch status and communicate timelines and issues. • Support Quality oversight activities to ensure compliance with applicable GMP regulations across internal operations and external partners. • Assist with deviation, investigation, and CAPA tracking and follow-up. • Contribute to tracking and reporting of key Quality and operational metrics. • Assist in preparation of materials for Quality Management Reviews and internal reporting. • Participate in inspection readiness activities and support audit preparation efforts. • Provide general Quality support to ongoing manufacturing and development activities as needed. • Provide support to ensure compliance of the Quality Management System and associated documentation. • Support Internal Audit processes • Travel required: 20%-40%

Role Description The Collections Quality Assurance & Vendor Management Analyst is responsible for ensuring the quality, compliance, and effectiveness of collections operations, with a primary focus on quality assurance (QA), assisting in vendor performance oversight, and process optimization. This role supports both internal collections teams and external vendors by monitoring execution, identifying risks or gaps, and driving continuous improvement. The role also provides analytical, operational, and project support as assigned by the Collections Supervisor. Key Responsibilities - Quality Assurance & Vendor Management Specialist - Monitor collection activities and customer interactions for quality, accuracy, and compliance - Conduct regular audits of internal teams and external vendors - Ensure adherence to regulatory requirements, company policies, and communication standards - Identify quality gaps, root causes, and corrective actions - Track, document, and report QA findings and trends to Collections leadership - Vendor Management & Performance Monitoring - Provide day-to-day operational oversight of collections vendors - Monitor vendor KPIs including productivity, contact rates, recovery performance, and quality scores - Ensure vendors execute assigned strategies, campaigns, and treatment plans accurately - Identify performance issues, escalate risks, and support vendor improvement actions - Assist with vendor staffing alignment, capacity planning, and operational coordination - Performance Analytics & Reporting - Develop and maintain daily, weekly, and monthly performance and quality reports - Track KPIs such as recovery rates, call volumes, right-party contact rates, promise-to-pay outcomes, and roll rates - Analyze vendor and internal performance trends - Provide actionable insights and recommendations to the Collections Supervisor - Process SME, Documentation & UAT Support - Act as a Subject Matter Expert (SME) for collections QA and vendor processes - Document workflows, procedures, and control requirements - Support User Acceptance Testing (UAT) for system, dialer, vendor, or process changes - Validate end-to-end workflows, document defects, and support issue resolution - Ensure consistent execution of processes across internal teams and vendors - Ad Hoc & Supervisor-Assigned Support - Support special projects, reporting requests, and initiatives assigned by the Collections Supervisor - Assist with process reviews, audits, and operational deep dives as needed - Provide analytical or operational support to evolving business priorities Qualifications - High school diploma, GED or equivalent. - 2+ years of experience in collections operations, quality assurance, analytics, or vendor oversight - Strong analytical and problem-solving skills - Proficiency in Excel and Microsoft Office tools - Experience with performance reporting and KPI analysis Preferred Qualifications - Experience working with collections or contact center vendors - Experience conducting QA audits in collections or customer service environments - Utility or energy industry experience - Working knowledge of SAP CCS/FICA, NICE, Salesforce, or similar platforms - Experience working in regulated environments Key Skills & Competencies - Quality assurance and audit mindset - Vendor performance management and oversight - Data analysis and reporting - Automation and process improvement orientation - Strong documentation and attention to detail - Risk identification and compliance awareness - Ability to manage multiple priorities in a fast-paced, remote environment - Strong communication and stakeholder collaboration skills