• Ensure product releases meet high standards of quality, security, and compliance without slowing delivery cadence • Act as the team's advocate for end-user experience and risk mitigation through rigorous manual testing and clear reporting • Design and maintain test plans, test cases, and checklists for web and mobile features, prioritising risk-based coverage and regulatory requirements • Execute exploratory, functional, regression, and acceptance testing across different environments and devices • Reproduce, triage, and track defects with clear reproduction steps and impact analysis • Work with Product Managers, Developers, and Support to define acceptance criteria, participate in grooming sessions, and provide early quality feedback during discovery • Validate releases in staging and production (when required), perform smoke tests, and sign off on readiness for deployment according to release gates • Maintain test documentation, produce actionable bug reports, and communicate quality metrics and release risk to stakeholders • Contribute to improving QA processes, introduce practical checklists and heuristics, and collaborate with engineers to increase testability and automation coverage over time

• Review and assess inbound and outbound customer calls against approved QA frameworks, scripts, and service standards, evaluating tone, accuracy, professionalism, customer experience, and compliance. • Identify coaching opportunities and provide clear, constructive, and action-oriented feedback. • Participate in calibration sessions to ensure consistent and fair scoring. • Conduct regular audits of customer files, including policies, claims, complaints, cancellations, and supporting documentation. • Ensure compliance with internal policies, governance standards, and regulatory requirements. • Verify the accuracy, completeness, timeliness, and appropriate approval of documentation. • Identify risks relating to disclosures, decision-making, record-keeping, and process adherence. • Document QA and audit findings clearly, maintain accurate records, and provide practical recommendations to relevant stakeholders. • Identify and escalate high-risk issues, potential breaches, or systemic concerns in line with internal escalation procedures. • Support root cause analysis, continuous improvement initiatives, and QA / audit reporting by tracking trends and emerging risks. • Provide insights to support coaching, training, and informed business decision-making. • Maintain strict confidentiality and integrity of all QA and audit data. • Undertake other role-specific duties as required, including supporting the Compliance Manager.

• Design, build, and maintain scalable QA automation frameworks for product applications • Develop and execute automated test suites to ensure product quality and reliability • Collaborate closely with developers and product teams to define testing strategies • Integrate testing into CI/CD pipelines to support continuous delivery • Identify, document, and track defects, ensuring timely resolution • Leverage AI tools and techniques to improve test coverage, efficiency, and defect detection • Continuously improve QA processes, tools, and methodologies • Ensure high standards of quality across releases in a product-focused environment • Contribute to defining best practices for automation and quality assurance

• Review and analyze feature specifications • Collaborate with QA Engineers to develop effective strategies and test plans • Execute test cases (manual or automated) and analyze results • Create logs to document testing phases and defects • Report bugs and errors to development teams • Help troubleshoot issues • Conduct post-release/post-implementation testing