• Exploratory testing of existing app features and reporting functional, UI, and UX issues based on guidance from the Product Lead. • Testing newly developed features and product improvements before release. • Testing features and retesting fixes in release builds when preparing new app releases. • Reproducing bugs and gathering useful details to help developers understand the issue, including steps to reproduce, screenshots, screen recordings, device information, and expected vs. actual behavior. • Working with QA automation engineers to ensure manually identified bugs are reviewed for automation where relevant. • Occasionally checking the website, Apple App Store, and Google Play product pages to make sure there are no obvious issues. • Reviewing product requirements for new features from a user perspective and flagging anything that feels unclear, confusing, or difficult to use. • Documenting how features work in the app based on hands-on exploration and testing.

Role Description Chronos Operations, LLC is seeking a Quality Control Lead to lead quality assurance activities for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role is responsible for developing and executing quality control processes that ensure consistently high levels of customer service, adherence to performance standards, and continuous service improvement across all TSD task areas. - Develop and maintain the Quality Control SOP detailing processes and procedures for implementing and maintaining high-quality services. - Monitor and ensure staff deliver the highest level of polite, professional, and effective customer service. - Conduct quality monitoring of calls, chats, emails, self-service tickets, and major incidents per Addendum A scoring criteria. - Ensure a minimum of 25 interactions reviewed monthly per task area (Tier 1 Phone/Chat, Tier 1 Email/Self-Service, Advanced Support, ASD). - Score interactions across four quality categories: Interaction, Support, Documentation, and Assignment/Resolution. - Track and report quality scores against the >=90% AQL target. - Identify trends and drive continual service improvement based on AQL analysis and customer feedback. - Review and respond to customer satisfaction surveys; apply feedback to continuous improvement initiatives. - Remediate complaints from customers and other support groups. - Support the Process, Procedure, and Operations Deep Dive (Phase 1: Ticket Review/Findings and Phase 3: Evaluation). - Other duties as assigned. Qualifications - High school diploma or GED equivalent. - 3+ years of experience performing quality control duties in any field. - Must be available to support Quality Assurance across all shifts. - U.S. Citizenship required; must be able to pass CBP Background Investigation (BI). - Preferred Qualifications: - Bachelor’s degree in Business Administration, Information Technology, or related field preferred. - Experience may be used in lieu of education. - HDI Quality Assurance Reviewer or similar certification. - ITIL Foundation certification. - Experience with contact center quality monitoring tools and methodologies. - Prior CBP or DHS quality control experience. - Experience with ServiceNow reporting and analytics. - Six Sigma or Lean process improvement experience. Requirements - In-depth knowledge of service desk best practices. - Expertise in various tools like Microsoft Project, ServiceNow, and Amazon Connect. - Proficiency in creating and maintaining SOPs, quality assurance reports, and corrective action plans. - Skills to track daily service desk performance against KPIs and SLAs. - Ability to support Quality Assurance across all shifts. - Ability to analyze customer feedback and performance metrics to drive continuous improvement. - Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders. - Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership. - Strong written and verbal communication skills for technical documentation and stakeholder coordination. - Excellent communication, leadership, and project management skills. - Ability to work effectively in cross-functional teams and under senior analyst guidance. - Ability to meet minimum clearance requirements. - Ability to work nights, weekends, and holidays as required. - Ability to travel 10%. Benefits - Opportunities for professional development and growth. - Supportive culture that encourages team members to excel. - Well-being programs to maintain a healthy work-life balance. - Corporate citizenship initiatives focused on positive social impact.

• Exploratory testing of existing app features and reporting functional, UI, and UX issues based on guidance from the Product Lead. • Testing newly developed features and product improvements before release. • Testing features and retesting fixes in release builds when preparing new app releases. • Reproducing bugs and gathering useful details to help developers understand the issue, including steps to reproduce, screenshots, screen recordings, device information, and expected vs. actual behavior. • Working with QA automation engineers to ensure manually identified bugs are reviewed for automation where relevant. • Occasionally checking the website, Apple App Store, and Google Play product pages to make sure there are no obvious issues. • Reviewing product requirements for new features from a user perspective and flagging anything that feels unclear, confusing, or difficult to use. • Documenting how features work in the app based on hands-on exploration and testing.

• Conduct quality audit file reviews. • Participate in or lead various claim projects or targeted audits. • Assist in the sharing and distribution of best practices through written reports, PowerPoint presentations, oral presentations, and various reporting platforms. • Lead or facilitate the calibration process for claim managers and the audit team. • Monitor, analyze and improve claims performance in all areas including loss control, LAE, customer satisfaction, associate engagement, and development. • Actively participate in the development and implementation of any company customer satisfaction surveys or net promoter scores; • Complies with state and federal laws, Department of Insurance criteria, insurance carrier criteria and follows and enforces Aspire General Insurance Company/partner’s policies, procedure and work rules; • Performs a thorough analysis of quality review results and translates results into key opportunity areas. • Assist in the development and maintenance of claim procedure manuals and training manuals. • Work with all levels of claims staff to ensure that the claims department is functioning at its best level of performance. • Identify the need for technical improvements in any system used by the claims department and work with I/T in the development of those system enhancements. • Actively participate in enhancements and serve as an agent of change in the development and enhancement of Aspires’ best practice guidelines. • Perform ad hoc auditing depending on the needs of the company. • Assist in testing processes, procedures, systems, and reports. • Actively participate in training claim handlers on technical claims content and analysis of audit findings. • A strong contributor to the team, sharing ideas, corrective actions, or other QA collateral with the AQ team and across the claim organization. • Stay current on compliance laws and insurance regulations in multiple jurisdictions. • Interact with multiple business partners as required. • Ensure ongoing adjudication of claims within company standards and industry best practices and regulations. • Support Aspires’ ongoing digital and process enhancements, providing innovative solutions for utilizing data management. • Produce grammatically correct and clearly written correspondence including letters, memos, reports and claim file documentation.