QA Engineer

• 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

Specialist I, QA and Learning

• Design, develop, execute, and maintain comprehensive test strategies and test plans across Salesforce Government Cloud, Service Cloud, and Experience Cloud implementations.
• Perform functional, regression, integration, system, UAT, and end-to-end testing across complex Salesforce solutions and integrations.
• Validate Salesforce configurations, Flows, Lightning components, Apex functionality, APIs, security models, and custom platform enhancements.
• Collaborate with business analysts, developers, architects, and project teams to understand requirements, acceptance criteria, and business processes.
• Develop and maintain automated testing frameworks and regression suites utilizing Copado and related Salesforce testing tools.
• Participate in Agile ceremonies including sprint planning, backlog grooming, daily standups, retrospectives, and release readiness activities.
• Identify, document, prioritize, and track defects through resolution while partnering closely with development teams on root cause analysis and remediation.
• Validate data integrity, migration accuracy, and platform behavior across environments and deployments.
• Ensure Salesforce solutions comply with security, governance, accessibility, and regulatory requirements within Government Cloud environments.
• Support CI/CD deployment validation, release management activities, and production readiness testing.
• Execute API and integration testing involving MuleSoft, middleware platforms, and external enterprise systems.
• Participate in client-facing discussions, testing reviews, and UAT coordination sessions as needed.
• Maintain accurate QA documentation including test cases, test scripts, traceability matrices, defect logs, and release validation reports.
• Contribute to continuous improvement initiatives across QA processes, automation frameworks, and Agile delivery practices.

Salesforce QA Engineer – Public Sector, Government Cloud

• Define and execute the enterprise E2E testing and automation strategy aligned with business objectives.
• Drive quality engineering transformation from traditional QA to modern automation-first practices.
• Design and oversee robust E2E test frameworks covering UI, API, data, and integration layers.
• Ensure comprehensive test coverage across complex microservices and distributed systems.
• Establish best practices for test design, test data management, and environment strategies.
• Lead the adoption and implementation of modern test automation tools, frameworks, and technologies.
• Ensure automation is fully integrated into CI/CD pipelines to enable continuous testing.
• Optimize automation coverage, stability, and execution time.
• Hire, coach, mentor, and retain top support talent.
• Build career paths, training programs, and succession plans for team members.
• Foster a culture of accountability, collaboration, and continuous learning.
• Establish metrics (e.g., defect leakage, automation coverage, test execution efficiency) and continuously improve quality KPIs.

Senior Manager – Quality Engineering and Automation

• Lead and execute the end-to-end Quality Assurance strategy aligned to the Product Delivery Lifecycle (PDLC).
• Define and enforce release-readiness standards covering functional and non-functional quality, data accuracy, security, compliance, and operational stability.
• Establish and execute risk-based test strategies (manual and automated).
• Own data quality assurance practices, including validation of data integrity, lineage, analytics outputs, and governed metrics.
• Embed security and compliance validation into QA practices.
• Select, implement, and optimize QA tools, frameworks, and CI/CD-integrated testing approaches.
• Define validation and monitoring strategies for AI/ML-enabled features.
• Provide clear visibility into quality posture through defect trends and documented risk.

Quality Assurance Manager

• Guide and support a team of Service Quality Engineers
• Partner closely with Engineering and cross-functional teams
• Create frameworks, tooling, and training for high-quality outcomes
• Mentor team members in technical and professional skills

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