• Create and build the framework of the QA team to measure Build agent compliance and service excellence within a high-growth, tech-enabled healthcare environment • Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint. • Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation. • Organize and support calibration sessions with Operational leaders to ensure a unified vision of "quality" and facilitate the closing of feedback loops. • Identify trends in member friction points—whether it’s scheduling delays or insurance hurdles—and collaborate with relevant cross functional team to resolve.

• Finding and correcting any translation errors, spelling mistakes and ambiguities. • Checking the game’s tone and style, audio, text, and cultural correctness. • Creating reports in Excel and Jira. • Submitting quality improving suggestions for the errors you find.

• Providing quality assurance on projects and provide feedback to junior team members • Mentoring and training new hires and junior members of the team so they understand our service methodology and work to a consistent standard • Independently performing accessibility audits of web pages, desktop applications, and mobile apps, using accessibility testing tools and assistive technology products • Writing and evaluating Accessibility Conformance Reports, describing accessibility issues and recommendations for resolving them • Providing accessibility support to developer teams, either through consultancy or through contributing code snippets and suggestions • Keeping up to date with the latest developments in accessibility and related fields

• Support GCP/GCLP/GVP audits for investigational sites, GCP internal systems and processes, trial master file and clinical service provider audits. Responsibilities include the planning, coordination, and timely reporting of such audits as well as appropriate escalations of critical observations • Support and assist with commercial inspections, inspection readiness activities and other related activities as needed • Support GCP compliance activities including investigations, clinical change controls, procedure development and review, ATC QA audits, and GCP training program development • Implement procedures and work instructions based on best practices or compliance requirements • Maintain a continuous process improvement initiative mindset in all areas of work • Represent the Clinical Quality Assurance Team in cross-functional projects where applicable