• Review and validate QualityDocs functionality against business and regulatory requirements • Execute manual test cases for document lifecycle workflows (creation, review, approval, archival) • Perform regression, smoke, and UAT testing for system updates and configurations • Identify, document, and track defects with clear reproduction steps • Ensure compliance with GxP and validation standards • Collaborate with business users, QA, and development teams to clarify requirements and resolve issues • Support validation documentation, including test scripts, execution evidence, and traceability

• Support multiple projects simultaneously (2 or more, depending on complexity) • Create and maintain QA Plans / Quality Strategies for assigned projects • Conduct internal audits and identify non-compliances against Customer development processes • Track, report, and escalate quality risks and issues • Report project quality status and progress to Project Managers and Directors • Collaborate with system, hardware, software, and test teams • Work remotely using VPN, SharePoint, and Microsoft Teams • Use tools such as Jama, Jira, Confluence, SVN, GitHub, and MS Office

• Leading a Claims Quality Assurance team and providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles • Promote a culture of risk management and continuous improvement by providing risk-based detective controls and insights relating to claim assessment • Manage Life Claims with focus on customer service, accurate policy assessment, cost control, and return-to-health outcomes using best-practice strategies • Resolve complaints and implement improvements to enhance service quality • Ensure adherence to TAL policies, legislative requirements, industry guidelines, and maintain a strong risk culture • Provide guidance on liability determinations, strategy sign-off, and participate in case conferences for complex claims • Allocate daily work, monitor performance, manage resources, and use reporting to ensure service delivery • Recruit, coach, and develop Claims Consultants while driving TAL’s risk culture and customer service standards

• Monitor and evaluate team outputs including calls, emails, chats, and documents for quality and accuracy • Conduct regular quality audits and provide detailed, constructive feedback to team members and managers • Develop and maintain quality scorecards and assessment frameworks in line with company standards • Identify recurring quality issues and collaborate with team leaders on corrective action plans • Track quality trends over time and report findings to management with actionable recommendations • Assist in the development and updating of standard operating procedures and quality guidelines • Support onboarding and training programmes by contributing to quality benchmarks for new starters • Maintain accurate records of all quality assessments and outcomes