• Create and evolve intelligent automations using AI and LLMs • Integrate AI models with internal systems via APIs • Develop services, APIs and integrations between internal and external systems • Build pipelines and automated flows with events, webhooks and messaging • Work with platforms such as n8n, Power Automate and custom workflows • Develop applied AI solutions (generative APIs, computer vision, language and semantic search) • Work with data to generate insights, BI and dashboards • Monitor, optimize and ensure the performance of automations and services • Apply engineering best practices: versioning, testing, CI/CD and observability • Document solutions and collaborate with multidisciplinary teams (development, data, product and business)

Role Description The Team Lead, Quality & Performance Excellence is fully accountable for the execution and outcomes of four core contact center functions: Quality Assurance, Staff Performance Governance, Release Readiness, and Capability Development. This role owns the delivery of accurate, actionable performance insights and ensures those insights result in specific coaching actions, enforced performance standards, and measurable improvement across the contact center. In addition, this position serves as the single point of accountability for quality visibility, performance enforcement, and readiness execution, partnering with leadership and cross-functional teams to ensure the contact center is prepared, compliant, and consistently performing to standard. This role is also accountable for ensuring performance strategies, quality frameworks, and operational improvements are aligned to both business outcomes and overall member and employee experience, driving sustainable adoption, usability, and long-term performance improvement. - Quality Assurance (Primary Accountability) - Directly manage Quality Analysts and hold full accountability for QA team output, productivity, and accuracy. - Own and maintain all QA frameworks, including scorecards, evaluation standards, and calibration processes, ensuring alignment to both policy adherence and overall customer experience impact. - Enforce evaluation consistency through required calibration sessions and audit controls. - Analyze QA results and produce clear, non-ambiguous insights identifying performance gaps and root causes, including member and employee experience trends. - Ensure QA findings result in defined coaching actions, assigned ownership, and tracked improvement outcomes that support sustainable behavior change. - Identify systemic issues through QA, complaints, and call monitoring and drive resolution with appropriate owners. - Identify opportunities to improve quality, efficiency, and experience through QA trends, performance data, and frontline feedback. - Evaluate, select, and implement QA tools, automation, and reporting enhancements to improve effectiveness and efficiency. - Staff Performance Management (Governance & Enforcement) - Own tracking, reporting, and enforcement of key agent performance drivers. - Identify performance failures and provide specific directive guidance to Team Leads on required corrective actions aligned to business outcomes and experience impact. - Ensure performance standards are consistently enforced across all teams without exception. - Translate QA and operational data into clear performance expectations that are actionable, sustainable, and aligned to both member and employee experience. - Ensure coaching actions and performance expectations support long-term behavior change, not short-term compliance. - Escalate ongoing performance failures and ensure timely resolution through coaching or corrective action processes. - Ensure performance expectations and operational changes are not only enforced, but also effectively adopted and executed across teams. - Define success as performance improvements that are sustainable, well adopted, and positively impacting both team effectiveness and member experience. - Release Readiness (End-to-End Ownership) - Own and be accountable for contact center readiness for major releases (e.g., 1/1 and 7/1 implementations). - Govern and drive completion of all readiness inputs, including: - Benefits (GIS/PBC) - Formularies - Coverage rules and alerts - Ensure all required information is accurate, complete, validated, and accessible to frontline teams prior to go-live. - Validate that all readiness materials, tools, processes, and communications are clear, actionable, and executable for frontline teams. - Partner with Training, Operations, and Product to ensure alignment of systems, materials, and communication. - Maintain and publish readiness status, identified risks, and required actions, ensuring all gaps are resolved before launch. - Capability Development & Project Support - Own and maintain operational improvement roadmaps across People, Process, and Technology. - Evaluate the operational and employee experience impact of new processes, tools, and changes to ensure usability and successful adoption. - Lead or support requirements definition, testing, and validation for new tools and process changes. - Act as the primary business SME for contact center needs during technology and process initiatives. - Ensure all new capabilities are usable, adopted, and deliver measurable impact to quality, performance, or efficiency. - Validate outcomes post-implementation and hold owners accountable for delivering expected results. - Synthesize and communicate frontline and member experience insights to inform leadership decisions and continuous improvement. Qualifications - Bachelor’s degree or equivalent work experience. - Proven experience as call center leadership or supervisory roles. - Strong knowledge of call center metrics, QA processes, and workforce management. - Excellent communication, coaching, and conflict resolution skills. - Ability to manage performance in a fast-paced environment. - Strong analytical and problem-solving skills. - Proficiency in Microsoft Office and call center systems. - Customer service experience required. Requirements - Based on relevant market data and other factors, the anticipated hiring range for this role is $56,800 to $71,000 annually. - Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. - This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals. - We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Benefits - Remote first work environment. - Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members. - Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision). - Additional buy-up options for Short- and Long-Term Disability and Life Insurance. - 401(k) with an employer match up to 3.5% available after 60 days. - Community Service Day to give back and support what you love in your community. - 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like. - Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work. - Tuition Reimbursement for accredited degree programs. - Paid New Parent Leave that can be used for adoption or birth. - Pet insurance to protect your furbabies. - A robust mental health benefit and EAP service through Spring Health to support you when you need it most.

• Design, build, and maintain Grafana dashboards and telemetry visualizations to monitor system performance, latency, error rates, saturation, and overall platform health. • Configure and maintain observability solutions, including Prometheus monitoring and alerting, ensuring critical service metrics and SRE Golden Signals are effectively tracked. • Develop, test, and maintain modular Ansible playbooks to automate infrastructure provisioning, application configuration, patching, and operational workflows. • Support enterprise automation through AWX by managing centralized execution, automation templates, RBAC, and reusable infrastructure workflows. • Maintain Infrastructure as Code (IaC) repositories using Git, following best practices for version control, peer code reviews, and CI/CD-driven automation. • Actively participate in Agile ceremonies, including Sprint Planning, Daily Stand-ups, Backlog Refinement, and Retrospectives, contributing to sprint execution and continuous improvement. • Collaborate with Product Owners, Scrum Masters, and engineering teams to translate business requirements into actionable user stories while driving automation, observability, and platform reliability initiatives.

Role Description We are looking for a motivated and enthusiastic QA Engineer Intern to join our engineering team. This is a fantastic opportunity for students or recent graduates to gain hands-on experience in software testing while working on an internal tool that tracks and presents delivery metrics from Jira and other corporate platforms. In this role, you will be involved in verifying both backend and frontend functionalities, ensuring the reliability of real internal systems and cross-functional data. Working closely with our engineering team, you will gain practical exposure to real-world software testing lifecycles and development workflows while growing in a supportive and collaborative environment. What You Will Do - Perform automated testing on new technologies and features to ensure their reliability and functionality. - Identify and report defects in applications, contributing to product quality improvement. - Collaborate with Business Analysts and other stakeholders to understand feature implementations and project requirements. - Write and execute test scenarios to ensure comprehensive coverage. - Support the enhancement and maintenance of existing test frameworks. - Investigate and assist in determining the root cause of bugs. - Contribute to test plans for projects and features, ensuring a structured testing approach. - Assist in creating tailored test frameworks for projects that can be reasonably automated. - Manage and triage reported defects, collaborating with developers to resolve issues. - Continuously support improvements in the testing infrastructure for better reliability. - Stay informed on features delivered by other teams to understand possible system interactions. - Provide code updates and utilities to support the testing process when necessary. Qualifications - Currently a 3rd or 4th-year student in Computer Science, Information Technology, or a related field, or a recent graduate. - Familiar with the Software Testing Life Cycle (STLC) and Agile methodologies. - Fluent in English (written and verbal) for clear collaboration and reporting. - Strong analytical, problem-solving, and detail-oriented mindset. - Practical exposure to programming languages (e.g., JavaScript, Python, Java). - Familiarity with automation testing frameworks like Selenium, Cypress, or Postman. - Basic knowledge of Git, CI/CD workflows, or SQL databases. - Strong mathematical aptitude or prior experience in programming contests. - Strong attention to detail with logical thinking and problem-solving skills. - Proactive, self-motivated, and eager to learn. - Ability to work independently as well as collaboratively within a team. - Must be based in Nepal. Benefits - Remote Setup - International Environment - Professional Development Opportunities - Company activities and events