• Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy. • Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities. • Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management. • Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time. • Lead calibration and scoring integrity efforts across vendor and internal auditors. • Create and maintain SOPs, scorecards, and playbooks; ensure version control, distribution, and frontline adoption. • Investigate recurring failures and run root-cause analyses; define and track prioritized remediation plans and measure impact on agent outcomes and customer experience. • Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions. • Drive vendor QA performance through coaching, calibration testing, remediation, and escalation; partner with Vendor Management on performance actions. • Coach and mentor vendor support staff • Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.

• Atuação focada na garantia da qualidade de software, com responsabilidade sobre o ciclo completo de testes — desde o planejamento até a execução e gestão. • O profissional será responsável por trabalhar com testes manuais e gestão de testes utilizando X-Ray integrado ao Jira, garantindo rastreabilidade, qualidade e aderência aos requisitos definidos. • Garantir que as entregas de software atendam aos critérios de qualidade, através da estruturação, execução e acompanhamento de testes, promovendo melhoria contínua e redução de riscos em produção.

• Design and own the QA program for your area of scope, including frameworks for sampling, coverage, audit cadence, and scoring methodology aligned with overall strategy. • Build structured feedback loops that synthesize data from audits, interaction transcripts and automation outputs to identify systemic quality issues and remediation opportunities. • Translate QA signals into clear, data-backed narratives that influence prioritization across Product, Engineering, Operations Enablement, and Vendor Management. • Develop dashboards and reporting infrastructure to track quality exposure, calibration alignment, trend signals, and remediation progress over time. • Lead calibration and scoring integrity efforts across vendor and internal auditors. • Create and maintain SOPs, scorecards, and playbooks; ensure version control, distribution, and frontline adoption. • Investigate recurring failures and run root-cause analyses; define and track prioritized remediation plans and measure impact on agent outcomes and customer experience. • Act as a strategic thought partner in cross-functional forums to embed QA thinking into roadmap and process decisions. • Drive vendor QA performance through coaching, calibration testing, remediation, and escalation; partner with Vendor Management on performance actions. • Coach and mentor vendor support staff • Contribute to team development by reinforcing a culture of proactive quality ownership and continuous improvement.

• Partner with engineers, product managers, and designers to build quality into features from the start • Contribute directly to product code where it improves reliability, testability, and observability • Help shape system design decisions to reduce defects before they happen • Design and implement robust, maintainable automation across API, integration, and UI layers • Improve CI/CD pipelines so quality checks are fast, reliable, and genuinely useful