Title: Quality Assurance (Hybrid) Location: - Edmeston, NY 13335, USA - Sherburne, NY 13460, USA Department: Customer Service Job Description: *Mon-Fri 7:30-4 or 8:00 to 4:30. Might be needed to work evenings/weekends occasionally The Quality Assurance position will support the quality assurance initiatives and standards of the customers’ experience through customer interaction evaluations and analysis. This position will coach customer facing team members on customer interactions based on scored interactions. The Quality Assurance also partners with leadership in developing training to improve in areas of opportunity to maintain a high level of service and customer satisfaction. Duties & Responsibilities: - Score calls and coach customer facing team members to enhance our customers’ experiences through voice, chat, and other personal interactions. - Assist with new hire training to ensure effective instruction of all concepts, procedures, and established standards. - Assist with the development and implementation of training for new procedures, soft skills, refresher training and other training and development initiatives. - Facilitate peer reviews and calibration sessions with customer facing team members and supervisors to ensure consistency in interaction management quality standards. - Assist with special projects, new procedures and/or enhancements to existing procedures as needed. - Track score card information for performance reviews. - Clearly and accurately document all transactions and interactions in the company systems. - Other duties as assigned. Requirements: - High school diploma or GED - 2 years in customer service, insurance, or a related field Qualifications/Skills: - Working knowledge of product line concepts, practices and procedures within claims, accounts, underwriting, distribution, and brand divisions. - Good personal computer skills, including electronic mail, routine database activity, word processing, and Microsoft office. - Ability to learn, understand a variety of computer applications used in the insurance industry and call centers. - Good written, oral, and listening communication and strong interpersonal skills. - Adaptability. - Organizational, multi-tasking, attention to detail, and time management skills. - Logical with critical thinking and problem-solving skills. - Positive and professional attitude while working independently or in a team. Market Range 4 / 40 hours per week Salary Range: $41,560 - $64,649

Role Description In this position you will be working as Software Test Analyst Senior providing end to end solution for business problems and innovative automation solutions for fast tracking releases. As an individual contributor you will: - Boost QA coverage, following testing standards, and serving as the QA advocate. - Collaborate with your team and help QA activities to deliver quality releases. - Expand QA Automation frameworks and features to increase Test Coverage. - Perform test analysis, design, execution, defect management and stakeholder engagement. - Mentor team members to implement wider QA and Testing initiatives. - Responsible for requirement analysis and test plan design, test data preparation with wide coverage of functionalities, Test automation framework creation and its maintenance, general QA activities which includes defect reporting and tracking, effective stakeholder engagement, CI/CD and materialize automation and innovation opportunities to improve productivity. - Participate in Agile Activities and contribute to achieving defined goals for each sprint. - Work with team to understand business scenarios and automate those in Python or other innovative solutions. - Work within the team as well as with various stakeholders including clients, global teams geographically located in different regions. - Build an understanding of the product on a technical and functional level, understand the context of our clients, participate in solution design, drive testing activities, and deliver solutions that address the business needs. - Work with the Business Analyst and Solution Architect as well as with experienced people in team to understand projects requirements, identify requirement gaps, and functional risks so that these can be addressed early in the process. - Evaluate test data and/or engineer test data to be used throughout the software development life cycle. - Drive all phases of test execution and documentation including functional, regression, performance, usability, integration and acceptance testing. - Work closely with other team members like Developers, BAs in a team to ensure better turnaround for issue resolution and change implementation. - Implement processes to improvise quality of deliverables, create and maintain repository of documents and train and guide junior team members. - Ensure quality of newly build or enhanced features and regression test to make sure nothing is broken. Qualifications - Hands-on experience in Automation Frameworks using Python. - Proficiency in SQL, including creating complex queries. - Good hands-on experience with UNIX/Linux commands and scripting skills. - Relevant degree in a numeric discipline, or equivalent work experience. - Test Case management (e.g. Zephyr / X-ray), Jira and confluence (or similar) experience. - Experience in Banking and Finance/Capital Markets. - Excellent written and spoken English. Requirements - Docker / Kubernetes experience (added bonus). - Non-functional testing experience (performance, security scans etc) (added bonus). - Experience of financial markets and the trade lifecycle (added bonus). - API and GUI automation experience (added bonus). Benefits - Experience-led everything. - Commitment to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences. - Inclusive workplace culture. - Opportunities for growth and development.

• Reports to the Manager/Director of Software Development and serves as technical lead to a team of Automation Engineers. • Responsible for understanding the needs of the business, providing solutions to improve efficiency, and supporting solutions implemented within the enterprise. • Serves as a liaison between business operations and automated solutions with an emphasis on workflow architecture. • Responsible for maintaining numerous workflows and detailed knowledge of their impact on all systems. • Mentors less experienced engineers. • Able to serve as a Technical Lead on multiple cross-functional IT and business projects. • Manages time, priorities, and customer expectations across multiple projects. • Takes technical direction from senior team members and participates in a knowledge-sharing environment. • Participates in agile team processes. • Research and specify the optimal solution for workflow-based process automation. • Design and develop the identified optimal workflow-based automated processes. • Test and certify the implemented optimal workflow-based automated processes. • Analyze business requirements specification, then translate into functional specifications. • Write and maintain technical specifications according to functional specifications. • Maintain source level control of all workflows. • Troubleshoot and resolve all defects and incidents in a timely manner. • Provide process support, which includes problem research, analysis, resolution, and on-call support. • Communicate effectively with business users, sponsors, and other product teams. • Ensures product conformance to sound engineering principles, customer requirements, and industry best practices. • Ensure all technology practices adhere to regulatory security standards. • Analyze current solutions and technologies used by back-office applications. • Foster cross-platform development, collaboration, and solutions. • Influences changes to standards when necessary.

Role Description Kentro is seeking a Senior Cybersecurity and AI Automation Lead to serve as the senior cybersecurity authority and lead the AI and automation workstream. - As senior cyber authority, the Lead advises ATO Managers, ISOs, and the AODR on complex authorization scenarios. - Validates control inheritance design across area segments. - Ensures that processes, training, and reporting accurately reflect federal cybersecurity policy and best practices. - Leads the AI Opportunity Assessment, designs and pilots AI-enabled process improvements, and scales AI capabilities across the enterprise. - Identifies standardization opportunities and labor reduction initiatives that deliver measurable enterprise value while preserving security, compliance, and federal AI policy integrity. Location: This position can be performed remotely within the United States and will support Eastern Time working hours. Qualifications - Master's degree in Cybersecurity, Information Systems, Computer Science, or related technical field. An additional 10 years of experience may be substituted for the degree requirement for a total of 20+ years of experience. - 10+ years of cybersecurity experience, including at least 5 years in RMF / ATO roles and at least 3 years in automation, AI/ML, or RPA. - Deep, hands-on knowledge of NIST SP 800-37, NIST SP 800-53, FISMA, and the control inheritance model. - Working knowledge of federal AI policy, including the NIST AI Risk Management Framework (AI RMF). - Demonstrated experience advising senior leaders on authorization decisions and risk posture. - Hands-on experience implementing AI or automation in regulated environments. - Working knowledge of ServiceNow GRC, IRM, or CAM modules. - Strong design and architecture skills. - CISSP, CISM, or CGRC (formerly CAP) certification. Requirements - AI/ML credentials (e.g., Microsoft AI certifications, Google Cloud Professional ML Engineer, AWS ML Specialty). - ServiceNow automation / AIOps experience. - Prior VA or federal civilian agency RMF experience. - Experience designing or operating common control provider programs. - Familiarity with VA-specific RMF artifacts and processes. Benefits - Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. - Education reimbursement for certifications, degrees, or professional development. - Flexible opportunities for professional growth and networking. - Funds for activities – virtual and in-person, e.g., happy hours, holiday events, fitness & wellness events, and annual celebrations. - Commitment to supporting community initiatives through charity events.