• Manage, coach, and develop a team of 5 to 10 CS Quality Associates across multiple regions • Drive team performance through clear goal-setting, regular feedback, and structured development plans • Foster strong engagement, accountability, and high performance standards within the team • Own QA performance metrics and reporting, ensuring accuracy, visibility, and actionable insights • Continuously evolve the QA framework, including evaluation rubrics, methodologies, and calibration processes • Identify trends and gaps in quality performance, translating insights into prioritized improvement initiatives • Ensure alignment and consistency in QA standards across US and EU operations • Adapt processes to effectively support a globally distributed team while maintaining high standards • Partner with BPO vendors to ensure quality expectations are clearly defined, met, and consistently applied • Collaborate with cross-functional teams to drive continuous improvement initiatives • Use QA insights to influence decision-making and enhance overall service delivery and processes • Own forecasting of QA evaluation volumes based on contact projections and quality coverage targets • Ensure the QA team operates efficiently by balancing evaluation output, quality, and cost

• Perform the necessary technical checks to assist in resolving cases; • Support customers on a day-to-day basis to help them with whatever they need, always advocating for the success of the company they work for; • Handle critical support cases, understanding our customers' difficulties and proposing solution alternatives aligned with the product and the expectations involved; • Identify areas for improvement in the product, communication, service and processes, always aiming to enhance the customer experience; • Implement improvements in the department's processes and in customer support; • Interact with internal customers, such as system administrators and other development teams.

Role Description The Customer Service Representative (CSR) handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy. This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time. We are seeking reliable team players who communicate effectively, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up. Essential Responsibilities - Member Support & Ride Scheduling - Answer inbound calls and assist members with scheduling, updating, or canceling transportation. - Make outbound calls to confirm trips, provide updates, or follow up on issues. - Use internal systems to verify eligibility, benefits, and required trip information. - Provide clear communication regarding pickup times, provider information, and ride expectations. - Issue Resolution - Handle concerns related to late drivers, missed pickups, or other transportation challenges. - Escalate urgent or complex situations to supervisors or Tier 2 support. - Document all interactions clearly and accurately in the CRM system. - Accuracy & Compliance - Follow all state Medicaid, HIPAA, and transportation compliance requirements. - Ensure complete and precise documentation for each call. - Adhere to scripting, system workflows, and quality assurance guidelines. - Performance & Teamwork - Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy. - Participate in training, coaching, and team huddles. - Collaborate with supervisors, dispatch, QA, and training teams to improve member experience. Qualifications - 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role. - Strong communication skills and ability to remain calm under pressure. - Comfort navigating multiple computer systems and documenting quickly. - Detail-oriented with strong problem-solving ability. - Reliable attendance and punctuality. - Must be on-site full-time in Richmond, VA. - Contact center hours include weekdays, weekends, and some holidays. Preferred - Experience in NEMT, Medicaid, healthcare call centers, or insurance environments. - Bilingual (English/Spanish). Skills and Competencies - Customer-first mentality - Strong verbal communication - Multitasking and time management - Accuracy and attention to detail - Ability to follow processes and adapt in a startup environment - Team-oriented mindset

• Serve as the first point of contact for our customers and reach out when a GPS tracker triggers an alert — always communicate calmly, empathetically, and clearly. • Handle inquiries by phone, chat, or email and provide customer-focused, practical solutions. • Carefully document every interaction so all information is fully available for the next colleague.