• Perform quality assurance monitoring for all departments within call center including Operations, Enrollments, Customer Success and Settlements Teams • Identify areas for improvement • Evaluate customer interactions (including via phone, social media, email, and chat) and develop metrics for excellence to measure performance • Create and track accurate, timely quality-monitoring reports • Protect and implement appropriate controls and processes for organizational growth including ongoing protocol for testing controls • Communicate detailed feedback and consistent follow up with all teams • Recommend policy and procedure changes based on quality monitoring observations • Update relevant departments regarding any changes required for all manuals, tools, and other written resources • Stay current with contemporary technology trends/concepts and best practices • Special projects assigned as necessary

• Implement and refine quality assurance strategies • Manage the design, development, and execution of comprehensive testing frameworks • Lead the practical application and optimization of automation frameworks • Act as a pivotal liaison between the QA team and other departments • Foster a culture of quality and continuous improvement within the QA team • Identify and lead initiatives to improve QA processes, tools, and methodologies • Maintain a deep understanding of current and emerging QA technologies and methodologies • Provide expert QA guidance in project planning and execution

• Developing and implementing quality assurance strategies and processes to support clinical trial activities • Conducting quality assessments and audits to ensure compliance with regulatory standards and guidelines • Collaborating with project teams to identify and address quality issues and implement corrective actions as needed • Providing guidance and support to staff regarding quality assurance policies, procedures, and best practices • Contributing to the development and maintenance of quality management systems and documentation

• Develop and execute test cases for mobile and web applications • Test APIs using Postman • Develop test strategies to assure comprehensive quality review of our development and platform deliverables on a regular basis • Participate in daily standups and sprint planning to facilitate developer priorities and answer questions about defects identified in testing • Record detailed test scenarios, data and application context to reproduce errors so that engineers can efficiently reproduce and diagnose issues for resolution • Respond to customer-initiated issues to reproduce errors and facilitate resolution between developers and customers • Participate in UX design and product designs meetings to understand product expectations and assure that testing strategies are in place to meet those expectations • Work in an agile development environment, maintaining user story and task status, t-shirt sizing • Document test cases and testing strategies in tools such as Azure DevOps and Confluence • Communicate on all open projects and give updates to both team members and Technology team staff