Title: Team Lead, Member Svcs QA & Perf Excellence Location: Remote Full TimeManagement Requisition ID: 2071 Job 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. Essential Job Responsibilities Include: - 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 Required Skills / Experience: - 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 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. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization. RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes: - 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

Role Description You will: - Lead, hire, and develop a team of QA Engineers (II and III) running regular 1:1s, structured career development conversations, and performance reviews. - Actively participate in ongoing releases as the senior quality owner - tracking progress, unblocking the team, and holding accountability for the overall delivery of QA commitments across all active workstreams. - Own the QA strategy across all assigned product areas and development teams, ensuring test coverage standards and release governance processes align with engineering and business objectives. - Oversee the QA release process across different development teams - ensuring all releases follow the Central QA process, quality gates are enforced, and sign-off conditions are consistently met before production deployment. - Serve as the escalation point for complex defects, release-blocking quality risks, cross-team process conflicts, and resourcing concerns - and ensure the right stakeholders are engaged at the right time. - Drive the automation roadmap: set coverage targets, evaluate frameworks, and ensure CI/CD integration steadily reduces manual regression effort. - Attend and contribute to roadmap discussions, release planning, and retrospectives as a required participant. - Build a culture of shift-left testing - embedding quality thinking into design, planning, and code review across all teams, not just the test phase. - Coordinate QA planning across squads for major releases and platform migration. - Research and evaluate emerging QA tools and practices; make grounded build-vs-buy recommendations based on team capacity, product risk profile, and long-term quality goals. - Own the QA process documentation - reviewing quarterly and communicating updates to all engineering teams. Qualifications - Ten or more years in QA, including at least two to three years in a lead or senior QA role with direct people-management responsibility. - Demonstrated ability to stay hands-on in active releases - tracking delivery commitments, removing blockers, and holding the team accountable to quality outcomes without micromanaging. - Deep understanding of release governance - experienced in overseeing go/no-go decisions, enforcing sign-off conditions, and managing quality risk across multiple concurrent releases. - Strong technical grounding in manual testing, API and backend testing, and automation, credible enough to review the work of QA Engineers and provide substantive feedback. - Proven experience conducting and guiding root cause analysis across frontend and backend defects, able to connect systemic quality risks to process and tooling improvements. - Strong data instincts - able to design metrics frameworks and present a coherent quality story to non-technical stakeholders and senior leadership. - Skilled at influencing and aligning cross-functional teams without direct authority. - Collaborative leadership style that builds trust with engineers, product managers, and senior leaders alike. Requirements - ISTQB Advanced or Expert certification. - Experience scaling QA practices across distributed or multi-timezone teams. - Background in conversational AI, NLP platforms, or high-volume real-time systems. - Experience with GitLab CI/CD practices. Benefits - Time away: Vacation, public holidays, and care days. - Financial: Pension, deferred pension, and ESPP. - Family: Parental leave. - Development: Generous tuition reimbursement and access to internal professional development resources. - Additional: Exclusive perks and discounts. - Food vouchers. - Health insurance.

• Design, develop, and maintain automated test frameworks and test suites for SAP Commerce (Hybris) pricing functionality. • Automate end-to-end pricing validation across API, UI, and data layers. • Develop and maintain regression automation suites to validate pricing configurations, promotions, and catalog-aware pricing. • Create automation stories aligned with pricing-related JIRA tickets and sprint deliverables. • Develop API automation using Postman, Pytest (Python), and Java WebClient. • Build and maintain UI automation scripts using Playwright or Selenium. • Perform backend data validation and develop utility scripts using Python. • Integrate automated test execution into CI/CD pipelines using Jenkins. • Analyze test failures, troubleshoot issues, and provide clear diagnostics for faster defect resolution. • Optimize automation scripts for performance, stability, scalability, and maintainability. • Collaborate with developers, business analysts, and QA engineers to validate requirements.

Role Description We are looking for an enthusiastic and dynamic individual with 3-5 years of experience to join Upland India as a QA Automation Engineer II for our Upland Panviva product. The individual will work on the quality and automation aspects of the product. Key Responsibilities - Design, develop, and maintain scalable, reliable, and reusable automation test frameworks. - Develop automated UI and API test suites using Playwright and Selenium to ensure comprehensive test coverage. - Design, execute, and maintain performance test suites to validate application scalability, stability, and reliability under varying workloads. - Analyze performance test results, identify bottlenecks, and collaborate with development teams to drive performance improvements. - Develop and maintain performance test scripts using JMeter, BlazeMeter, and k6, and monitor performance metrics using Grafana. - Participate actively in backlog refinement, sprint planning, and design discussions to define effective testing strategies early in the development lifecycle. - Validate new features, enhancements, and defect fixes prior to release. - Perform API testing using tools such as Postman and validate backend functionality. - Execute database validations using SQL against relational databases. - Collaborate closely with Software Engineers, Product Managers, DevOps, and fellow QA Engineers to ensure product quality throughout the software development lifecycle. - Contribute to continuous improvement initiatives by promoting automation best practices, quality engineering principles, and test optimization techniques. - Utilize AI-assisted engineering tools (such as GitHub Copilot or equivalent) to accelerate test development, optimize automation assets, and improve engineering productivity. Qualifications - A Bachelor’s degree in Computer Science or equivalent. Requirements - 3–5 years of hands-on experience in Quality Assurance with a strong focus on automation and performance testing. - Strong hands-on experience with Playwright and Selenium automation frameworks. - Hands-on experience with JMeter, BlazeMeter, and k6. - Analyze test results and identify application, database, and infrastructure bottlenecks. - Proficiency in API testing using Postman or SOAP UI. - Experience validating application data using SQL, MySQL, or PostgreSQL. - Experience designing and executing Load, Stress, Spike, Endurance (Soak), and Scalability testing. - Familiarity with Docker, Kubernetes, and CI/CD pipelines. - Experience leveraging AI-powered engineering tools (e.g., GitHub Copilot or equivalent) to analyze requirements, accelerate automation development, optimize test scripts, improve maintainability, and support performance testing activities. - Strong troubleshooting and debugging skills. - Understanding of microservices architecture, containerized applications, and Kubernetes (AKS). - Experience working with CI/CD pipelines using Jenkins, Azure DevOps, or GitHub Actions. - Familiarity with Agile delivery methodologies, including Scrum and Kanban. Soft Skills - Excellent analytical and problem-solving abilities. - Strong written and verbal communication skills. - Ability to collaborate effectively within cross-functional teams. - Customer-focused mindset with a commitment to delivering high-quality software. - Adaptability and willingness to embrace evolving technologies and engineering practices. Growth Skills - Demonstrates ownership, accountability, and a strong commitment to quality. - Passionate about continuous learning and professional development. - Continuously seeks opportunities to improve automation coverage, testing efficiency, and engineering excellence. - Proactively adopts emerging technologies, including AI-assisted quality engineering practices, to enhance productivity and software quality. Benefits - This role requires overlap with multiple time zones for planning meetings, status updates, etc. on a regular basis. The duration of these overlaps can change depending on the type of meeting. - Upland India has the flexibility to manage your working hours accordingly to help in your work-life balance.