• Maintain and improve a robust call center quality audit program. • Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center. • Provide transparent client communications around contractor operations and contractual performance. • Influence and partner to develop teams and individuals who contribute and support executing day - to - day delivery operations. • Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance. • Train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction. • Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities. • Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures. • Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance. • Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. • Ensures alignment with industry standards and best practices to support data-driven decision-making.

• Analyze product requirements, UI/UX designs, and acceptance criteria to identify test scenarios and functional coverage gaps. • Take ownership of the test strategy for key features and components of Second Sight Solutions applications. • Design, develop, and maintain comprehensive test plans and scalable automated test cases for new features and enhancements. • Participate in requirement refinement sessions to ensure clarity, feasibility, and testability. • Execute manual functional, exploratory, smoke, and regression tests across web applications. • Collaborate closely with other functional disciplines, including product managers, software developers, designers, and DevOps to identify risks, define testability, and deliver creative testing solutions that ensure features are high-quality and delivered on time. • Provide early feedback to uncover issues before implementation. • Improve testing processes by researching and evaluating new tools, optimizing existing tests for speed and reliability, and sharing your knowledge with the team. • Identify opportunities to automate where appropriate and collaborate with automation engineers. • Perform validation in staging and production environments before release. • Support release validation and provide clear recommendations based on testing results and risk assessment. • Prepare quality documentation and reports by collecting, analyzing, and summarizing information and trends. • Update and maintain documentation regarding quality assurance testing policies and procedures.

• Test the dta and it lkk @@dDevelop and execute comprehensive test plans and test cases based on product requirements. • Perform functional, regression, and performance testing on new and existing features. • Identify, document, and track defects using appropriate tools. • Collaborate with cross-functional teams to ensure timely resolution of issues. • Conduct root cause analysis of defects and provide actionable feedback to improve product quality. • Participate in design and requirement reviews to provide input on quality considerations. • Automate test cases where applicable to enhance testing efficiency. • Monitor and report on testing progress and results to stakeholders. • Assist in the development and maintenance of quality assurance processes and standards. • Stay updated on industry trends and best practices in quality assurance.

• Identify, isolate, document, and fix any localization / linguistic issues and verify fixes by using test tools or databases. • Follow and complete Test Cases / Checklists to perform targeted testing and execute relevant testing processes and procedures. • Write bug descriptions based on company standards and client specifications. • Apply knowledge of user preferences in Target Market to influence the client’s product. • Proactively look for gaps in test coverage. • Collaborate with partner teams in testing the product. • Offer constructive feedback on gameplay, fun factor, and game balance based on knowledge of target market. • Complete all other tasks that are deemed appropriate for the role.