QA Engineer

• Play a critical role in supporting quality assurance and compliance efforts across the Primrose system
• Serve as an operational partner to the Director of Quality Assurance & Compliance
• Monitor, track, document, and resolve issues impacting health, safety, licensing, and brand standards
• Ensure concerns are addressed promptly and compliance-related processes are executed consistently and effectively
• Monitor incoming concerns, online reviews, and operational requests, ensuring timely review, prioritization, and appropriate escalation
• Partner with internal teams and field support to coordinate responses, follow-up actions, and resolution of concerns
• Manage cases through investigation, documentation, follow-up, and resolution while maintaining accurate records of actions and outcomes
• Communicate case updates and key information to stakeholders and elevate emerging trends or recurring issues as appropriate
• Support the Issues Management process through intake, fact gathering, documentation, and coordination of compliance-related matters
• Coordinate escalation of significant issues to the Issue Response Team, ensuring information is complete, accurate, and appropriately documented
• Monitor open issues, track status updates, and follow up with stakeholders to support timely resolution and accountability
• Assist with the development and distribution of compliance-related communications and notifications in partnership with internal stakeholders
• Maintain organized, audit-ready records and documentation related to compliance, issue management, and quality assurance activities
• Utilize company systems to enter, update, and manage compliance-related data, ensuring accuracy, consistency, and completeness
• Generate routine and ad hoc reports that provide visibility into trends, risks, issue status, and resolution timelines
• Support the continuous improvement of tools, templates, workflows, resources, and training materials that strengthen quality assurance, safety, and brand standards
• Collaborate with cross-functional teams to support issue resolution, process improvement, and system-wide quality initiatives

Quality Assurance Specialist

• Design and implement comprehensive test strategies for Guidewire applications to ensure product quality and reliability.
• Collaborate with development teams to understand product requirements and translate them into effective test cases.
• Execute manual and automated tests using tools like Selenium and Cucumber to validate software functionality.
• Identify, document, and track defects using appropriate tools ensuring timely resolution and retesting.
• Develop and maintain test scripts for SOAP, WSDL, and REST Web Services to ensure seamless integration and performance.
• Provide detailed test reports and metrics to stakeholders highlighting key findings and areas for improvement.
• Conduct regression testing to ensure new features do not adversely affect existing functionality.
• Utilize Core Java skills to enhance test automation frameworks and improve testing efficiency.

QA Automation Testing

• Observations on recorded or live agent calls and score them against a TP and client provided standard
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Complete all work assignments within deadlines given
• Attend TP and client meetings and functions as assigned
• Maintain a set work schedule allowing for flexibility based on business needs
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure value added CSAT analytics, methods and practices are provided to operation
• Client interaction as it relates to CSAT analytics, methods, and processes
• Support supervisor teams with representative quality execution
• Support supervisor teams in calibration session
• Support new hire quality training and transition
• Participate in any new policy training to ensure all policies are understood
• Ensure all QA Analyst reporting, and communication requirements are met
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other duties as assigned by supervisor or other members of management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Quality Assurance Analyst – Supporting Travel Agents, Native Sabre

• Lead efforts in contamination control, new materials integration (NMI), and FOUP environment control
• Analyze contamination data, assess risk, and implement solutions that protect yield and product quality
• Work closely with cross-functional and global partners to improve processes, support new technology development, and drive continuous improvement in manufacturing environments
• Analyze contamination data across process flows to identify trends, detect anomalies, and resolve out-of-control conditions
• Apply data-driven and AI-enabled methods to develop, automate, and track risk-based solutions
• Lead contamination control initiatives to improve yield, product quality, and process stability
• Evaluate contamination risks and define tool-sharing protocols between technology development and manufacturing teams
• Manage new materials integration (NMI) processes in partnership with process development, integration, and manufacturing teams
• Conduct risk assessments across multiple technologies (e.g., DRAM, advanced DRAM, advanced packaging) and implement mitigation strategies
• Develop and implement FOUP Environment Control (FEC) setups to support contamination control readiness
• Partner with global teams and represent PQE in cross-site forums to align on standards and drive consistency
• Identify and lead continuous improvement opportunities to enhance operations and deliver measurable impact

Process Quality Engineer – Senior

• Review and assess proposed product performance claims against industry, regulatory, and company requirements in an unbiased, professional manner.
• Validate claimed product features and benefits by analyzing technical substantiation such as clinical studies, technical data sheets, and testing reports.
• Guide vendors on required claim support and ensure final approved claims align with the level of substantiation provided.
• Partner with Legal to keep approved claims compliant with FTC requirements, truth-in-advertising standards, and expected customer experience.
• Provide technical guidance, training, and root-cause-driven CAPA support to resolve recurring claim issues and strengthen stakeholder knowledge.
• Track vendor and process performance to identify trends and drive corrective actions and QA process improvements that increase efficiency and speed to market.

QA Performance Claims Specialist

• Observations on recorded or live agent calls and score them against a TP and client provided standard
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Complete all work assignments within deadlines given
• Attend TP and client meetings and functions as assigned
• Maintain a set work schedule allowing for flexibility based on business needs
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure value added CSAT analytics, methods and practices are provided to operation
• Client interaction as it relates to CSAT analytics, methods, and processes
• Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction
• Support supervisor teams with representative quality execution
• Support supervisor teams in calibration session
• Support new hire quality training and transition
• Participate in any new policy training to ensure all policies are understood
• Ensure all QA Analyst reporting, and communication requirements are met
• Thrive as a team player in a fast paced, high energy, change oriented environment
• Perform other duties as assigned by supervisor or other members of management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Quality Assurance Analyst – supporting Travel Agents using Sabre

• The Pharmacy Quality Assurance & Training Advisor is a hands-on role dedicated to documenting how our business runs and ensuring our team knows how to execute it perfectly
• This position owns the end-to-end process of auditing current workflows, writing clear and updated Standard Operating Procedures (SOPs), and translating those procedures into practical training modules
• Your main goal is to eliminate operational confusion, reduce onboarding time, and build a structured, reliable knowledge base that teams can easily access and rely on every day
• Partner with cross-functional Subject Matter Experts (SMEs) to audit legacy workflows, unearth operational bottlenecks, and identify critical process gaps
• Author crystal-clear, highly functional, and standardized SOPs, policy guidelines, and process maps that simplify complex technical executions
• Champion and maintain the centralized operational knowledge repository, establishing a strict version-control framework and approval hierarchy
• Ensure all documented procedures rigorously satisfy industry standards, legal mandates, and internal quality assurance baselines
• Translate finalized SOPs into digestible, structured learning paths, building training modules, slide decks, visual aids, and interactive e-learning materials
• Orchestrate and lead train-the-trainer workshops and ongoing refresher courses for department leads and supervisors
• Oversee and curate the digital Learning Management System (LMS), tracking completion rates, identifying recurring learning roadblocks, and maintaining neat training logs

Pharmacy Quality Assurance, Training Advisor

• Auditing Processes & Data Integrity
• Engage with confidential and sensitive data for learners, faculty, and staff with the highest level of ethics, integrity, and data security
• Audit outcomes of processes to verify accuracy and highlight areas for refinement
• Apply analytical and problem-solving skills to identify, triage, investigate, and escalate process or data integrity concerns
• Perform audits of large data sets from multiple departments to ensure compliance, affirm data quality, and maintain accreditation standards
• Engage in critical analysis and decision-making to evaluate identified inconsistencies, investigate related issues, and assess potential future impacts
• Assist with data collection, pattern identification, and process improvement through embedded collaboration
• Develop subject matter expertise in processes spanning diverse departments
• Remain informed regarding policies and procedures tied to accreditation standards, applicable guidelines, and best practices to help ensure compliance
• Deliver stakeholder support according to SNHU Core Values
• Adjust between multiple projects and tasks, ensuring efficiency and focus
• Other duties and responsibilities as assigned

Quality Assurance Coordinator

• Oversee roles within the Quality Assurance team to support accurate and timely configuration and data transfers of client hierarchy, benefits, and networks.
• Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.
• Ensure team efforts delight the customer.
• Cultivate a positive team atmosphere.
• Outreach and collaborate with business partners for day-to-day work and contribute to action plan creation.
• Partner with Sr. Manager to support client relationships across multiple lines of business and various complexity levels.
• Oversight of work on Kanban boards, meeting turnaround times, and performance guarantees.
• Run department Kanban board(s) and huddles, including sizing of work requests.
• Responsible for capacity reporting and production control numbers.
• Populate client trackers regarding status of requests, barriers, and resolution for service excellence.
• Resource assignment of day-to-day work, audits, and root cause analysis/CAP.
• Address barriers of direct reports by guiding and influencing discussions while maintaining a forward-thinking approach.
• Maximize the skillset of the department through volumes of high workload to maintain claim adjudication accuracy for client and member satisfaction.
• Responsible for performance measures and workload monitoring of direct reports.
• Perform 1:1s to elicit feedback from department associates, provide mentorship, discuss career development, address performance, and provide workload and project guidance.
• Address escalations from direct reports, along with contributing to action plans.
• Perform workforce management duties for direct reports, including, but not limited to, overtime needs, time out of the office and time tracking.
• Provide technical/operations support for audits involving configuration and/or data file information.
• Other duties as assigned.

Quality Assurance Supervisor

• review calls, correspondence, and database entries to ensure that each team member's performance meets Knowtion Health quality standards
• recommend additional training to Service Delivery when performance review indicates it is needed
• conduct routine and targeted quality audits on RCM tasks such as claim submission, denial management, account resolution, and payment posting
• perform root cause analysis on errors and recurring issues to help reduce rework and improve productivity
• prepare professional review documents analyzing each team member's verbal, written and database proficiency
• demonstrate expertise with Artiva QA review encounters and KTech IQC applications as necessary to review accounts thoroughly
• identify and communicate patterns and trends in team member work to recommend additional training to help the team members meet or exceed quality standards established by Knowtion Health
• provide 1:1 training opportunity to impart knowledge & experience, evaluate skills, guide, mentor, direct, and train internal employees to become confident and proficient in their roles and help them achieve LOB specific certification
• administer current training material and courses

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