Quality Assurance Coordinator - Systems (2735)

About Us:

Transportation Management Group (TMG) is a management services organization specializing in the non-emergency medical transportation (NEMT) industry. Headquartered in Las Vegas, NV, TMG partners with NEMT providers to deliver operational, administrative, and strategic support that drives efficiency, scalability, and growth.

With deep experience in NEMT operations, our team supports areas such as dispatch, workforce management, compliance, technology, and performance optimization. We focus on building streamlined processes and scalable infrastructure to help our partners operate effectively across multiple markets.

Guided by our core values—Compassion, Attitude, Responsibility, and Excellence ("We CARE")—we are committed to fostering a culture of accountability, collaboration, and continuous improvement.

About the Role:

The Quality Assurance Coordinator - Systems is responsible for testing internally developed software to ensure it is accurate, reliable, and ready for operational use. This position serves as TMGs primary point of contact for TEVVO development feedback and testing, identifying defects, documenting findings, coordinating user acceptance testing, and validating system updates and corrections.

The role works closely with Transporters, dispatch, customers, internal stakeholders, and overseas development teams to ensure system functionality supports real-world transportation operations. The ideal candidate is detail-oriented, analytical, organized, and able to clearly communicate technical and operational issues. Some schedule flexibility may be required to accommodate teams in different time zones.

Key Responsibilities:

- Develop and execute test plans, test scenarios, and validation procedures for new features, system updates, integrations, and defect corrections.

- Test complete transportation and dispatch workflows from trip creation and scheduling through assignment, driver execution, status updates, billing data, reporting, and completion.

- Evaluate software functionality from the perspective of drivers, dispatchers, customers, administrators, and other internal users.

- Serve as TMGs primary point of contact for TEVVO development feedback, testing coordination, defect communication, and release validation.

- Coordinate structured user acceptance testing with operational teams, drivers, dispatchers, customer end users, and other applicable stakeholders.

- Collaborate with overseas development, technical, and support teams throughout the testing and correction process.

- Coordinate testing activities and development handoffs across different working hours and time zones as business needs require.

- Communicate system requirements, defects, priorities, expected outcomes, and operational impact clearly to development and support teams.

- Facilitate effective handoffs between domestic operations and overseas development teams and follow up on outstanding development items.

- Monitor open development items and track corrections, retesting needs, validation status, and release readiness.

- Identify software defects, workflow gaps, inconsistent results, usability concerns, and potential operational failure points.

- Document system issues with clear reproduction steps, screenshots, expected results, actual results, severity, and operational impact.

- Distinguish software defects from configuration issues, training gaps, data problems, process issues, and user error.

- Test system performance and functionality across applicable desktop, mobile, and tablet environments.

- Validate user permissions, notifications, reports, integrations, automated processes, and system-generated communications.

- Conduct regression testing to confirm that updates and corrections do not disrupt existing functionality.

- Prioritize testing activities based on operational risk, customer impact, business urgency, and release timelines.

- Communicate testing findings, risks, and release concerns to developers, operational leaders, IT, and other stakeholders.

- Track defects through identification, documentation, correction, retesting, validation, and closure.

- Maintain accurate testing records, defect logs, test scenarios, user feedback, and release documentation.

- Support pilot programs, phased software rollouts, and post-release monitoring.

- Gather and organize structured feedback from drivers, dispatchers, customers, and internal users regarding system functionality and usability.

- Identify opportunities to improve system workflows, user experience, operational efficiency, and system reliability.

- Assist with the development and maintenance of user guides, release notes, training materials, testing procedures, and system documentation.

- Monitor software performance following releases and escalate recurring, high-impact, or business-critical issues promptly.

- Protect confidential business, customer, employee, passenger, and system information and maintain appropriate discretion when accessing or testing data.

Testing Areas:

Testing responsibilities may include, but are not limited to:

- Trip entry, scheduling, and modification.

- Dispatch assignment and reassignment.

- Driver mobile application workflows.

- GPS, location services, and vehicle tracking.

- Trip status updates and transportation workflow progression.

- Customer portals, booking tools, and customer-facing functionality.

- Notifications, alerts, and system communications.

- Recurring and standing order transportation.

- Will-call transportation workflows.

- Wheelchair and stretcher transportation workflows.

- Driver and vehicle eligibility controls.

- Rate calculations, billing data, and applicable trip information.

- Reporting, dashboards, and data presentation.

- User permissions, roles, and access controls.

- Third-party integrations and system interfaces.

- Data accuracy, synchronization, and system consistency.

- Exception handling, error conditions, and system recovery.

Minimum Essential Functions:

To perform this job successfully, an individual must be able to perform the essential duties of the position, with or without reasonable accommodation. The Company will engage in the interactive process as required by applicable law.

- Maintain regular and predictable attendance and work assigned schedules, with occasional schedule flexibility to support system testing, releases, or coordination across time zones.

- Communicate effectively with employees, customers, developers, vendors, and other stakeholders in person, by phone, and electronically.

- Maintain focus, accuracy, and attention to detail while managing multiple priorities and deadlines.

- Analyze system functionality, operational workflows, and user feedback and exercise sound judgment in identifying and escalating issues.

- Effectively use computers, mobile devices, Microsoft 365, testing platforms, and other business technology required for the position.

- Work independently and collaboratively across departments and with internal and external teams.

- Sit for extended periods and stand, walk, and move throughout the workplace as needed.

- Occasionally lift or move office materials or equipment up to approximately 25 pounds, with or without assistance.

- Maintain confidentiality and appropriately handle sensitive business, customer, employee, passenger, and system information.

- Adapt to changing priorities, system issues, and time-sensitive business needs.

Qualifications:

- Experience using transportation dispatch software, logistics systems, operational software, or similar technology platforms.

- Strong critical thinking, analytical, troubleshooting, and problem-solving skills.

- Ability to evaluate complex operational workflows and identify potential failure points, inconsistencies, and usability concerns.

- Ability to document technical issues clearly and accurately, including reproduction steps, expected results, actual results, and business impact.

- Experience working with drivers, dispatchers, customers, operational teams, or other system end users.

- Ability to collaborate effectively with technical and non-technical stakeholders, including development teams operating across different time zones.

- Strong written and verbal communication skills with the ability to explain technical and operational issues clearly.

- Strong attention to detail and commitment to accuracy, follow-through, and documentation.

- Ability to organize and manage multiple testing priorities, open defects, and deadlines.

- Ability to learn new systems, workflows, and business processes quickly.

- Proficiency with Microsoft Office/Microsoft 365 and general business technology.

- Ability to work independently, exercise appropriate judgment, and collaborate effectively across departments.

Preferred Qualifications:

- Bachelors degree in Information Technology, Information Systems, Computer Science, Business, Operations, or a related field, or a relevant technical certification.

- Experience in non-emergency medical transportation, passenger transportation, logistics, healthcare operations, or another technology-supported service environment.

- Experience with software quality assurance, quality control, system testing, or user acceptance testing.

- Experience creating test cases, test scripts, test plans, and defect reports.

- Experience coordinating with international or overseas development, technical, or support teams.

- Familiarity with mobile applications, customer portals, GPS systems, dispatch platforms, APIs, or system integrations.

- Experience supporting software implementations, pilot programs, operational system rollouts, or technology releases.

- Familiarity with ticketing, project management, development, or defect-tracking platforms.

Measures of Success:

- Defects and workflow issues are identified and documented before software releases whenever reasonably possible.

- Test cases and scenarios accurately reflect real operational workflows and user needs.

- Reported issues include clear, complete, and reproducible documentation.

- Critical or high-impact defects are escalated promptly to the appropriate stakeholders.

- Corrections are thoroughly retested and validated before closure or release approval.

- Communication and handoffs with overseas development and support teams are timely, clear, and accurate.

- Drivers, dispatchers, customers, and internal users are appropriately included in applicable user acceptance testing.

- Software releases result in minimal avoidable operational disruption.

- Testing records, defect logs, and release documentation remain accurate, organized, and current.

Work Location: In-person and on-site.

Reporting: Reports directly to VP of Operations.

Salary:

- Range: $50,000-$55,000 annually.

- Salary will be commensurate with the candidates education, experience, and skills.

Benefits:

- Competitive compensation based on experience and qualifications.

- Comprehensive benefits package, which may include medical, dental, and vision insurance, 401(k), paid time off, and other company-sponsored benefits.

- Opportunities for career growth and advancement within a fast-growing organization.