• Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect Lime’s brand voice and operational requirements. • Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value. • Manage BPO Quality Performance: Oversee the quality programs of our external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed Lime’s quality KPIs. • Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment. • Act as a "voice of the customer" to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the Lime app and vehicle experience. • Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching.

• Lead GxP system qualification and validation activities for the eQMS, COTS, and TPS. • Develop, execute, and maintain system validation plans, validation reports, UAT scripts, and periodic review records. • Administer and continuously improve eQMS quality event workflows - CAPA, nonconformance records (NCR), deviations, change controls, and document management. • Lead and maintain the Vendor Qualification Program and Third-Party System (TPS) audit schedule. • Lead vendor qualification and audit activities end-to-end. • Apply ALCOA+ data integrity principles across all system records. • Manage system change controls, post-change impact assessments, and revalidation activities. • Identify and escalate GxP system compliance risks; lead root cause analysis and drive CAPA for system-related quality events. • Collaborate with IT and DevOps/QC on software release validation, infrastructure qualification, and integration testing in regulated environments. • Plan, execute, report, and manage follow-up on the internal audit program per established schedule. • Own and maintain the vendor and TPS audit schedule; lead vendor audits, remote desktop reviews, and surveillance assessments.

• Execute structured test plans across open source repositories, sample applications, SDK extensions, and AI workflow integrations. • Perform functional, integration, and regression testing on frameworks, applications, notebooks, scripts, APIs, and reference implementations. • Validate reproducibility of AI workflows in Jupyter and Google Colab environments. • Test agent-generated code outputs to ensure correctness, determinism, and alignment with expected B2 usage patterns. • Identify defects, edge cases, and environment inconsistencies; document findings clearly in Jira, GitHub, or other QA systems. • Coordinate retest cycles with Engineering and confirm resolution of reported issues. • Maintain baseline test scenarios aligned to common ICP workflows and real-world B2 storage use cases. • Support CI validation processes to ensure ongoing test coverage across releases and updates.

• Work on the Games Portfolio Management team to implement new games with customers • Maintain the game roadmap with customers • Manage current game portfolio and implement new games • Perform QA of games in UAT and Production environments • Coordinate issue resolutions via Jira • Perform functionality testing on games and campaign setups for multiple accounts • Review and verify game requirements • Assist with preparing the games roadmap for existing vendors in conjunction with the Games Team Lead • Assist games portfolio managers with various tasks • Other duties as assigned