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quality assurance manager

Abacus Outsourcing

Company DescriptionAbacus has been delivering advanced business solutions for over 35 years, enabling organisations to realise their full potential. Our solutions are driven by a convergence of modern business practices and cutting-edge technologies. We strongly believe in collaborative partnerships with our clients to deliver measurable and sustainable results.Job Title: QA ExecutiveLocation: IslamabadSalary Range: 80k to 100kJob SummaryWe are seeking a competent and detail-orientated QA Executive to ensure compliance with quality standards while enhancing employee performance through structured monitoring, coaching, training, and continuous improvement initiatives.Key ResponsibilitiesMonitor and evaluate agent performance through call and chat audits in line with defined quality standardsConduct detailed quality assessments and provide structured feedback to improve individual and team performanceDesign, develop, and deliver training programs for new hires and existing employeesConduct refresher sessions to address identified quality gaps and skill deficienciesDevelop and maintain training materials, quality frameworks, SOPs, and Performance Improvement Plans (PIPs)Track and analyze quality metrics, KPIs, and training effectiveness using performance dataCollaborate closely with Operations to align quality benchmarks with business objectivesFacilitate calibration sessions to ensure consistency and fairness in performance evaluationsIdentify trends and recommend process improvement initiatives based on quality insightsMaintain accurate documentation of audits, coaching sessions, and training activitiesRequired Skills &amp; CompetenciesStrong knowledge of quality assurance methodologies and performance evaluation techniquesExpertise in training design and deliveryExcellent analytical and problem-solving abilitiesStrong communication and coaching skillsEffective stakeholder management and interpersonal skillsProficiency in MS Office (Excel, PowerPoint, Word)Hands-on experience with CRM systems and quality monitoring toolsQualifications &amp; RequirementsBachelor&rsquo;s degree (14 Years minimum)3 years of experience in quality assurance, training, or customer service operations, including at least 1 year of leadership experience in QA/operations. (BPO experience preferred)Strong understanding of call center quality frameworks and KPIsBenefits:Medical CoverageCareer Growth &amp; Development OpportunitiesProfessional Learning EnvironmentJob Type: Full-timePay: Rs80,000.00 - Rs100,000.00 per monthWork Location: In person

Quality Assurance-Executive

Win Win Marketing & Developers SMC Pvt. Ltd

Job DescriptionPosition: QA Officer (CRM &amp; Sales Quality) Department: Sales &amp; MarketingJob SummaryThe QA Officer will be responsible for maintaining the quality assurance standards of the sales process and monitoring all activities through the CRM system. The role ensures that leads are handled efficiently, sales teams follow defined procedures, response time standards are maintained, and all calls and transactions comply with company policies.The QA Officer will work closely with Sales Executives, Lead Qualifiers, Closers, Team Leaders, and CRM Monitoring staff to maintain a transparent and efficient lead management process.Key Responsibilities1. CRM Monitoring &amp; Lead Management<ul><li>Monitor lead distribution and ensure leads are assigned to the correct sales executives.</li><li>Ensure that initial lead response is made within the defined time (e.g., 15 minutes).</li><li>Track undialed or ignored leads and ensure timely reassignment.</li><li>Verify that sales staff properly update lead status in the CRM system.</li><li>Maintain CRM data accuracy and ensure proper documentation of all sales activities.</li></ul>2. Call Quality Assurance<ul><li>Conduct random call recording reviews of sales staff.</li><li>Evaluate call quality based on company communication standards.</li><li>Ensure proper customer engagement, product knowledge, and professional communication.</li><li>Provide feedback to Team Leaders for improvement of sales staff performance.</li></ul>3. Sales Process Compliance<ul><li>Ensure sales teams follow the defined sales workflow stages:</li><li>Lead contact</li><li>Lead qualification</li><li>Visit scheduling</li><li>Deal negotiation</li><li>Booking confirmation</li><li>Verify that all required steps are completed before the deal moves to the next stage.</li></ul>4. Pre-Closing Verification<ul><li>Perform deal verification before final approval.</li><li>Review call recordings related to mature deals.</li><li>Verify negotiation process and documentation accuracy.</li><li>Confirm compliance with pricing, discount approvals, and company policies.</li></ul>5. Reporting &amp; Performance Analysis<ul><li>Prepare daily and weekly, monthly CRM performance reports.</li><li>Highlight delays in lead response, missed follow-ups, or CRM update issues.</li><li>Identify process gaps and suggest improvements in sales workflow.</li><li>Maintain records of warnings, quality issues, and improvement actions.</li></ul>6. Sales Coordination &amp; Process Improvement<ul><li>Work closely with the Sales Team and CRM Monitoring staff to create a clear roadmap for CRM usage.</li><li>Support management in developing SOPs and quality standards for lead management.</li><li>Ensure smooth coordination between Sales Executives, Lead Qualifiers, Closers, and Management.</li></ul>Key Performance Indicators (KPIs)<ul><li>Lead response time compliance</li><li>CRM data accuracy</li><li>Call quality score</li><li>Sales process compliance rate</li><li>Number of verified deals before closing</li><li>Reduction in lead wastage</li></ul>Required Skills &amp; Qualifications<ul><li>Master or Bachelor's degree in Business Administration, Marketing, or related field.</li><li>2&ndash;4 years of experience in CRM management or Quality Assurance, preferably in Real Estate.</li><li>Strong understanding of sales pipelines and lead management systems.</li><li>Experience with CRM software</li><li>Excellent analytical and reporting skills.</li><li>Strong communication and coordination abilities.</li></ul>Preferred Skills<ul><li>Experience in sales call auditing.</li><li>Ability to design sales process SOPs.</li><li>Knowledge of lead management and conversion tracking</li></ul>Pay: Rs50,000.00 - Rs60,000.00 per monthWork Location: In person

Quality Assurance Officer (QA)

Virtelligence

Islamabad, Pakistan Company: Virtelligence Full-Time | Onsite Night Shift (US Market Hours)About VirtelligenceVirtelligence is a growing US healthcare outsourcing company delivering end-to-end Medical Billing and Revenue Cycle Management (RCM) services. We are looking for an experienced and analytical QA Specialist to ensure accuracy, compliance, and quality across our RCM operations.Position OverviewThe QA Specialist will be responsible for auditing claims, monitoring performance metrics, and ensuring compliance with US healthcare billing standards and HIPAA regulations.Key Responsibilities<ul><li>Audit claims before submission to ensure accuracy and completeness</li><li>Track error rates and identify recurring patterns</li><li>Provide feedback, coaching, and retraining to RCM team members</li><li>Ensure compliance with billing policies, payer guidelines, and HIPAA standards</li><li>Generate QA performance reports for management</li><li>Work closely with Coding, AR, Charge Entry, and Verification teams to improve quality</li></ul>Requirements✔ 2+ years of RCM / Medical Billing quality assurance experience (US market preferred) ✔ Strong analytical and detail-oriented mindset ✔ Excellent reporting and documentation skills ✔ Knowledge of US healthcare compliance and HIPAA standards ✔ Strong communication skills ✔ Willingness to work in Night Shift (US time zone)Why Join Virtelligence?<ul><li>Competitive salary package</li><li>Growth opportunities in US healthcare operations</li><li>Leadership exposure within RCM structure</li><li>Professional and performance-driven environment</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs120,000.00 per monthWork Location: In person

QA Specialist (Quality Assurance – RCM)

HR Ways

About the Company:﻿We are hiring for one of the largest diversified family business groups in the Middle East.Role Overview &ndash; Senior Manager -Infrastructure Service AssurancePURPOSEThe Senior Manager, Infrastructure Service Assurance, oversees the organizations IT services' reliability, availability, and resilience. This role identifies and addresses gaps in people, processes, and technology to enhance service quality and mitigate risks. Responsibilities include developing and executing policies, procedures, and best practices to achieve operational excellence and continuous improvement. The Service Assurance Manager will work closely with various teams to monitor performance, address issues, and implement strategies to enhance overall service quality.KEY ACCOUNTABILITIESSTRATEGIC<ul><li>Ensuring adherence to established policies, procedures, and Service Level Objectives (SLOs).</li><li>Implement proactive monitoring and alerting mechanisms to detect and address potential service issues before they impact users.</li><li>Manage incident response and resolution, ensuring timely communication and effective team coordination.</li><li>Lead efforts on root cause analysis of service disruptions and implement corrective actions to prevent recurrence.</li><li>Track and report on service performance metrics, providing regular updates to stakeholders and highlighting areas for improvement.</li><li>Establish operational policies, procedures, and standards to maintain a secure and compliant infrastructure environment.</li><li>Ensure the security and compliance of IT services by implementing robust security measures, controls, and practices, coordinating with IT Security teams.</li><li>Develop and implement disaster recovery strategies to mitigate the impact of unforeseen events on critical business operations.</li></ul>OPERATIONAL - Depending on the Position Level &ndash; Responsibilities that entail the delivery of operational day-to-day activities and tasks.JOB DESCRIPTIONOversee the day-to-day operations of service assurance and resilience management, ensuring adherence to established policies, procedures, and SLOs.<ul><li>Lead capacity planning, resource allocation, and service optimization efforts to meet business demands and support growth.</li><li>Implement proactive monitoring and alerting mechanisms to detect and address potential service issues before they impact users.</li><li>Manage incident response and resolution, ensuring timely communication and effective coordination across teams.</li><li>Conduct root cause analysis of service disruptions and implement corrective actions to prevent recurrence.</li><li>Track and report on service performance metrics, providing regular updates to stakeholders and highlighting areas for improvement.</li><li>Budgeting, defining SLAs, forecasting, aligning with business IT heads, adhering to governance, planning, assessing new technologies, and ensuring optimal interoperability for the following areas:</li></ul>Service Assurance Management:<ul><li>Oversee the Assurance of IT services delivery to ensure they meet or exceed agreed-upon SLAs and KPIs.</li><li>Collaborate with service providers and internal teams to manage service performance and resolve any issues.</li></ul>Performance Monitoring and Reporting:<ul><li>Implement and manage performance monitoring tools and processes to track service performance and infrastructure health.</li><li>Prepare and present regular performance reports, highlighting trends, issues, and areas for improvement.</li></ul>Incident and Problem Management:<ul><li>Lead the response to major incidents and service disruptions, coordinating with relevant teams to ensure timely resolution.</li><li>Conduct root cause analysis and develop corrective actions to prevent future incidents.</li></ul>Continuous Improvement:<ul><li>Identify opportunities for process improvements and efficiency gains within IT operations and infrastructure.</li><li>Drive initiatives to enhance service quality, streamline processes, and implement best practices.</li></ul>Compliance and Governance:<ul><li>Ensure IT services and infrastructure adhere to organizational policies, industry standards, and regulatory requirements.</li><li>Conduct regular internal audits and reviews to assess compliance and identify areas of risk.</li></ul>Stakeholder Communication:<ul><li>Serve as a primary point of contact for service-related issues and escalations.</li><li>Communicate effectively with stakeholders, including senior management, to provide updates and gather feedback.</li></ul>QUALIFICATION &amp; EXPERIENCEEDUCATION AND TECHNICAL CERTIFICATIONS<ul><li>A bachelor's degree in information or computer science, or a related major, is mandatory, while a master's degree is preferred.</li><li>Certifications like ITIL and other technical certifications will be an added advantage.</li><li>Project Management Certification.</li><li>IT governance and management certifications like COBIT will be preferred.</li></ul>KNOWLEDGE AND SKILL:<ul><li>Bachelor's degree in computer science, Information Technology, or a related field. Relevant certifications (e.g., ITIL, PMP) are a plus.</li><li>Proven experience in IT operations, service management, or infrastructure management.</li><li>Strong understanding of IT service management frameworks (e.g., ITIL) and best practices.</li><li>Experience with performance monitoring tools and incident management systems.</li><li>Excellent problem-solving skills and the ability to analyse complex situations.</li><li>Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.</li><li>Demonstrated leadership and team management experience.</li></ul>EXPERIENCE:<ul><li>8-12 years of technology management relevant experience</li><li>Experience with at least 6 years in similar roles.</li></ul>Other Details: ﻿Experience: 8-12 years ﻿Location: ﻿Islamabad (On-site) ﻿Compensation: Market-competitive Salary + BenefitsWork Location: In person

Senior Manager - Infrastructure Service Assurance

Zones IT Solutions

<div>
 
 Description
 
 
 
 Company Overview:
 
 
 When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there&rsquo;s really only one: Zones &ndash; First Choice for IT.TM
 
 
 Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud &amp; Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
 
 
 
 Position Overview
 
 
 
 You are a dynamic, multifaceted individual with a background in Computer Science or Engineering and experience developing manual and automated QA for enterprise application APIs in Angular, React, Vue, and native mobile apps. You possess knowledge of agile processes and principles. You also have a keen interest and understanding of digital processes. You possess intellectual curiosity, out-of-the-box thinking, strong problem-solving skills, excellent communication skills, and the ability to work/influence multiple stakeholder groups.
 
 
 Zones Digital is tasked with building and innovating functionality that delights our clients and drives our colleagues performance. Here, Zones "intrapreneurs" work with Zones' business leaders, industry partners, and customers to develop and scale innovative ideas into valuable functionalities. Our mission is to radically accelerate digital innovation through collaboration and rapid experimentation that delivers connected, integrated, and automated technology solutions to businesses worldwide.
 
 
 What you&rsquo;ll do as the QA Engineer
 
 
 Employees employed in the role of QA Engineer shall be required to apply their independent minds and demonstrate intellectual abilities in their decision-making.
 
 
 The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
 
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 You will develop manual and automated QA tests for all workflows and cases.
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 Create scalable QA automation frameworks that scale with the platform.
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 Identify and work with the engineering team to resolve performance and scalability issues.
 
 
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 </ul>
 
 What You Will Bring To The Team
 
 
 
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 5+ years of progressive engineering experience.
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 5+ years of experience creating QA automation for enterprise, web, and mobile applications.
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 Experience with QA frameworks like JEST and Cypress.
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 Hands-on experience with any of the following: Python, React, Angular, JavaScript, Typescript, etc.
 
 
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 </ul>
 Your Education
 
 
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 BS/MS in Computer Science or related field.
 
 
 </li>
 </ul>
 Zones offers a comprehensive Benefits package
 
 
 At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.
 
 
 We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.
 
 
 All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
 
 
 
 Shift Timings: 7:00 PM to 4:00 AM (Pakistan Time)
 
</div>

Quality Assurance Engineer

Position: QA Executive Location: Islamabad | Onsite, Rotational Company: Abacus Consulting Deadline to Apply: 20 February 2026 Experience Required: Minimum 3 years (including 1 year in a QA/Operations leadership role)About the RoleAbacus Consulting is hiring a QA Executive for its Islamabad-based Fintech project. The role focuses on ensuring service quality while strengthening agent capabilities through performance monitoring, coaching, and targeted training interventions.Key Responsibilities<ul><li>Monitor and evaluate agent performance through call/chat audits and quality assessments</li><li>Provide structured feedback and coaching to improve individual and team performance</li><li>Identify performance gaps and develop Performance Improvement Plans (PIPs)</li><li>Design and deliver training programs for new hires and existing employees</li><li>Conduct refresher sessions to address recurring quality and skill gaps</li><li>Develop and maintain training materials, SOPs, and quality frameworks</li><li>Track quality trends and training effectiveness using KPIs and performance data</li><li>Conduct calibration sessions to ensure evaluation consistency</li><li>Collaborate with Operations to align quality standards with business objectives</li><li>Maintain accurate documentation of audits, coaching, and training activities</li><li>Provide insights to support process improvement and service excellence</li></ul>Eligibility Criteria<ul><li>Bachelor&rsquo;s degree (required)</li><li>Minimum 3 years of relevant experience in QA, Quality Assurance, or Contact Center Operations</li><li>At least 1 year of leadership or team handling experience in QA/Operations</li><li>Experience in call center, digital support, or customer service environments preferred</li></ul>Required Skills<ul><li>Quality monitoring and evaluation</li><li>Coaching and performance management</li><li>Training design and facilitation</li><li>Strong analytical and reporting skills</li><li>Excellent communication and stakeholder management</li><li>Proficiency in MS Office (Excel, PowerPoint)</li><li>Familiarity with CRM and quality monitoring tools</li></ul>How to ApplyInterested candidates may apply through the platform.For quicker consideration, you may also share your CV via WhatsApp at: 0331-5475955Job Type: Full-timePay: Rs80,000.00 - Rs100,000.00 per monthApplication Question(s):<ul><li>Do you have at least 3 years of experience in Quality Assurance or Contact Center Operations?</li><li>Have you worked in a lead or supervisory capacity (minimum 1 year) in QA or Operations?</li><li>Do you have experience in call/chat monitoring and conducting quality audits?</li></ul>Work Location: In person

QA Executive - Customer Service, Fintech Project, Islamabad

Convo

<div>
 
 Khan Academy Pakistan
 
 
 
 
 Position Overview
 
 
 
 The Implementation Supervisor drives execution excellence across all school clusters by leading, coaching, and developing a high-performing team of Learning Implementation Associates. You'll provide strategic oversight, solve complex challenges, and build robust systems that ensure every school achieves strong student engagement and measurable learning outcomes. Your mission is to transform on-ground obstacles into scalable solutions, maintain implementation quality across all clusters, and build sustainable capacity that continues beyond the pilot year.
 
 
 
 Duration:
 
 12 months (April 2026 - March 2027) subject to extension
 
 
 
 Location:
 
 Islamabad-based, primarily field-based in with regular school visits
 
 
 
 Reporting to:
 
 Regional Manager Partnerships and Implementation
 
 
 
 Department:
 
 Implementation Department
 
 
 
 Key Responsibilities
 
 
 
 
 Team Leadership &amp; Coaching
 
 
 
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 Lead and coach Learning Implementation Associates with bi-weekly one-on-one support
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 Conduct joint school visits modeling best practices in engagement, troubleshooting, and stakeholder management
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 Review weekly logs and reports, identifying Associates needing support and facilitating team learning sessions
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 Build Associate capacity in data analysis, problem-solving, and professional communication
 
 
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 Quality Assurance &amp; Problem Resolution
 
 
 
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 Monitor implementation quality across clusters through data analysis and field observations
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 Identify systemic patterns in technical issues, low engagement, or compliance gaps and design solutions
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 Escalate complex challenges to Leadership with clear recommendations
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 Ensure schools meet student engagement targets and track implementation fidelity metrics
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 Track student usage, activity, and engagement levels; partner with Teaching &amp; Learning Specialists to track intervention effectiveness
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 Work with school principals to address quality issues and hold schools accountable for implementation standards
 
 
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 </ul>
 
 Data Analysis &amp; Strategic Planning
 
 
 
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 Analyze platform analytics to identify trends in usage, engagement, and learning outcomes
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 Work with Instructional Coaches to translate data insights into actionable improvements
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 Monitor student participation, at-risk interventions, and equity across all student groups
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 Design systems for rapid identification and resolution of implementation gaps
 
 
 </li>
 </ul>
 
 Who You Are
 
 
 
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 Bachelor's in Education, Social Sciences, Management, or related field with 3-5 years in program implementation or education management
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 2+ years leading or coaching field teams with proven capacity-building skills
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 Strong coaching mindset: builds team confidence, provides constructive feedback, develops problem-solving skills, and embraces feedback for personal growth
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 Strong project management and data analysis skills: manage priorities, identify patterns, diagnose problems, design solutions
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 Clear understanding of education technology implementation and student engagement strategies
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 Strong commitment to educational equity with excellent Urdu and English communication
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 Proactive leadership: spots issues early, takes decisive action, moves between operational details and strategic thinking
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 Organized, accountable, takes ownership of implementation quality across all school clusters
 
 
 </li>
 </ul>
 
 Application Process
 
 
 
 
 Submit your cvs
 
 by March 17th, 2026. Applications will be reviewed on a rolling basis.
 
 
 
 Khan Academy Pakistan is an equal opportunity employer committed to diversity, equity, and inclusion. We especially encourage applications from women, minorities, and candidates from underrepresented communities
 
 .
</div>

Implementation Supervisor

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