Role Description On our client's behalf, we’re hiring a QA & Training Supervisor to lead their quality and performance across our Patient Concierge team. This role sits at the core of our operations — ensuring every agent interaction meets a high standard while actively developing team performance through structured coaching and training. This is not a passive QA role. You will own quality, drive improvement, and directly impact team performance. Responsibilities - Quality Assurance & Performance Monitoring - Monitor and evaluate agent interactions to ensure alignment with client expectations and service standards - Identify performance gaps, trends, and areas for improvement across the team - Maintain consistent QA scoring and feedback processes - Coaching & Agent Development - Conduct structured coaching sessions to improve agent performance and communication - Deliver clear, actionable feedback that drives measurable behavior change - Support agents in building confidence, consistency, and service quality - Training Program Ownership - Design, implement, and continuously improve onboarding and training programs - Ensure new hires are fully prepared to perform at a high level from day one - Develop training materials, documentation, and structured learning paths - Reporting & Performance Insights - Prepare coaching reports, QA summaries, and performance trend analysis - Track agent progress and training outcomes - Provide visibility into team performance and quality metrics - Operational Ownership - Manage your QA review cycle and training calendar independently - Ensure consistency in training delivery and quality standards - Maintain structured processes and documentation across all activities Qualifications - Proven experience in a high-volume customer service or call center environment - Strong background in QA, coaching, or training roles - Bilingual: Fluent in English and Spanish (written and verbal) - Excellent communication skills — clear, structured, and professional - Strong organizational skills and ability to manage multiple priorities - Ability to deliver feedback confidently while maintaining professionalism Ideal Candidate - Detail-oriented with a strong ear for quality and communication - Comfortable holding others accountable while supporting their growth - Proactive and self-managed — doesn’t require constant oversight - Calm under pressure and able to handle performance conversations effectively - Focused on building a high-performance, quality-driven culture Nice to Have - Previous supervisory or team leadership experience - Experience in patient services, scheduling, or healthcare-related environments - Familiarity with QA frameworks, call scoring systems, or CRM tools What Success Looks Like - Consistent improvement in agent performance and QA scores - New hires ramp quickly and meet quality expectations - Coaching sessions lead to measurable behavior change - Clear visibility into team performance through structured reporting - A strong, consistent quality culture across the team Interview Process - Initial Screening - Assess communication, QA experience, and bilingual proficiency - Client Interview - Deep dive into coaching approach, QA methodology, and real scenarios - Final Interview - Alignment on expectations, leadership style, and role ownership

• Perform functional testing across SaaS and mobile applications, including new features, enhancements, and updates. • Investigate, reproduce, and document bugs, and verify fixes prior to release. • Identify edge cases, unexpected behaviour, and potential quality risks through exploratory testing. • Collaborate with developers to diagnose issues and support timely resolution. • Test APIs and integrations, ensuring system functionality and reliability. • Manage and update work items, defects, and documentation in Azure DevOps. • Support release readiness, improve QA practices, and contribute to evolving test automation efforts.

• Conduct verification of customer software using provided technical documentation • Achieve software builds across various programming languages • Identify, diagnose, and resolve build issues, ensuring software meets quality standards • Use both manual and automated testing methods to validate functionality • Analyze software requirements and technical documentation to understand build processes and dependencies • Communicate effectively with team members and clients to understand requirements and provide updates • Stay updated with emerging technologies and programming languages relevant to software verification • Assist in backend and frontend development tasks as required • Participate in DevOps activities, including CI/CD pipeline development and maintenance

• As a QA Analyst, you are passionate about experience innovation and eager to push the boundaries of what’s possible. • You will thrive in this role if you are a curious problem solver who challenges the status quo. • Participate in business requirement definitions. • Participate in work flow and QA processes definitions. • Participate in the creation of complete and meaningful test cases and plans. • Write acceptance criteria for requirements and user stories. • Estimate QA effort for user stories. • Participate in root cause analysis and troubleshooting processes. • Report issues related with non-functional requirements (Performance, availability, responsive design, etc) • Participate in agile ceremonies (Daily meetings, Planning, Retrospective)