• Evaluate a weekly quota of agent interactions (calls, emails, SMS) against the QA rubric, delivering scored evaluations with specific, actionable written feedback • Identify performance trends across individual agents, teams, and contact types, and present findings to team leads in weekly reporting • Calibrate regularly with team leads, Support Manager, and Support Director to ensure consistent, fair scoring across all evaluators • Partner with team leads to connect QA findings to active coaching plans and agent development goals • Analyze CSAT verbatim feedback alongside QA notes to uncover root causes of customer dissatisfaction and surface recommendations • Flag systemic issues — policy gaps, knowledge gaps, workflow friction — surfaced through QA data, and bring them to the right stakeholders • Support the evaluation and rollout of AI-assisted QA tooling as we expand our program • Contribute to rubric development and maintenance as our products, policies, and customer needs evolve

• Evaluate a weekly quota of agent interactions (calls, emails, SMS) against the QA rubric, delivering scored evaluations with specific, actionable written feedback • Identify performance trends across individual agents, teams, and contact types, and present findings to team leads in weekly reporting • Calibrate regularly with team leads, Support Manager, and Support Director to ensure consistent, fair scoring across all evaluators • Partner with team leads to connect QA findings to active coaching plans and agent development goals • Analyze CSAT verbatim feedback alongside QA notes to uncover root causes of customer dissatisfaction and surface recommendations • Flag systemic issues — policy gaps, knowledge gaps, workflow friction — surfaced through QA data, and bring them to the right stakeholders • Support the evaluation and rollout of AI-assisted QA tooling as we expand our program • Contribute to rubric development and maintenance as our products, policies, and customer needs evolve

• Evaluate a weekly quota of agent interactions (calls, emails, SMS) against the QA rubric, delivering scored evaluations with specific, actionable written feedback • Identify performance trends across individual agents, teams, and contact types, and present findings to team leads in weekly reporting • Calibrate regularly with team leads, Support Manager, and Support Director to ensure consistent, fair scoring across all evaluators • Partner with team leads to connect QA findings to active coaching plans and agent development goals • Analyze CSAT verbatim feedback alongside QA notes to uncover root causes of customer dissatisfaction and surface recommendations • Flag systemic issues — policy gaps, knowledge gaps, workflow friction — surfaced through QA data, and bring them to the right stakeholders • Support the evaluation and rollout of AI-assisted QA tooling as we expand our program • Contribute to rubric development and maintenance as our products, policies, and customer needs evolve

• Conduct daily end-to-end QA sweeps across both brand storefronts, covering every page and user flow on desktop and mobile. • Test and validate all email campaigns and automation flows, ensuring link integrity and consistent rendering across devices. • Audit embedded apps, third-party integrations, and checkout experiences regularly to ensure seamless functionality and performance. • Perform regression testing following every deployment or site update to prevent breakages and maintain stability. • Log, prioritize, and communicate bugs with clear severity levels and quantified revenue impact. • Deliver structured weekly QA reports to leadership, highlighting key issues, trends, and risk areas. • Maintain and continuously evolve a comprehensive QA checklist, while proactively flagging inconsistencies in pricing, copy, imagery, and overall user experience.