• Answer incoming emergency maintenance calls from tenants • Assess and triage maintenance issues (determine urgency and next steps) • Contact and dispatch third-party emergency maintenance vendors • Clearly communicate issue details to vendors • Confirm vendor dispatch and estimated arrival times • Follow up with tenants to confirm technician arrival • Track job progress and confirm completion • Conduct post-service follow-ups with tenants (gather feedback) • Document all interactions and updates in system

• Maintain the health and reliability of quality programs across all lines of business by ensuring standardization and consistent application of evaluation rubrics • Evaluate and resolve high-complexity cases that fall outside conventional workflows, focusing on root-cause identification and systemic resolution • Oversee internal and external escalated transactions to ensure resolutions meet both service-level agreements and quality benchmarks • Serve as the Subject Matter Expert for quality standards and cross-functional feedback • Support the testing and implementation of new quality programs, workflows, and audit approaches, including AI-driven initiatives • Compliance with all applicable laws and regulations • Other duties as assigned

• Maintain the health and reliability of quality programs across all lines of business by ensuring standardization and consistent application of evaluation rubrics • Evaluate and resolve high-complexity cases that fall outside conventional workflows, focusing on root-cause identification and systemic resolution • Oversee internal and external escalated transactions to ensure resolutions meet both service-level agreements and quality benchmarks • Serve as the Subject Matter Expert for quality standards and cross-functional feedback • Support the testing and implementation of new quality programs, workflows, and audit approaches, including AI-driven initiatives • Compliance with all applicable laws and regulations • Other duties as assigned

Role Description Hi, we're Oscar. We're hiring a Total Quality Management Specialist to join our Total Quality Management team. You will be responsible for upholding quality standardization across all lines of business. Your role is to ensure the health of the quality program by providing expert oversight, identifying performance gaps, and representing the team in cross-functional calibrations. You will report into the Lead, TQM. Work Location: This is a remote role. You must reside in Arizona, Florida, Georgia, or Texas. Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture, and our mission. #LI-Remote Pay Transparency: The set rate for this role is $24.00 per hour. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year. Responsibilities - Maintain the health and reliability of quality programs across all lines of business by ensuring standardization and consistent application of evaluation rubrics - Evaluate and resolve high-complexity cases that fall outside conventional workflows, focusing on root-cause identification and systemic resolution - Oversee internal and external escalated transactions to ensure resolutions meet both service-level agreements and quality benchmarks - Serve as the Subject Matter Expert for quality standards and cross-functional feedback - Support the testing and implementation of new quality programs, workflows, and audit approaches, including AI-driven initiatives - Compliance with all applicable laws and regulations - Other duties as assigned Qualifications - Bilingual in Spanish - 1+ years previous work experience in healthcare environment and quality assurance - 1+ years of experience demonstrating strong quantitative and analytical skills, with a focus on proactively identifying issues and driving solutions - Experience coaching peers or auditors - 1+ years experience working with data and g-sheets reviewing data Bonus Points - Auditing and quality experience - Experience in AI auditing programs - Advanced Operations Certificate (Lean Six Sigma or similar) - Previous project oversight experience Benefits - Medical, dental, and vision benefits - 11 paid holidays - Paid sick time - Paid parental leave - 401(k) plan participation - Life and disability insurance - Paid wellness time and reimbursements