• Serves as a Quality Assurance (QA) subject matter expert for the Customer Experience (CX) organization • Performs quality evaluations across all channels • Analyzes evidence to assess quality and improve performance • Provides hands-on support for DDIs, GTGs, and projects • Serves as peer coach, mentor, and provides work guidance • Collects and analyzes quality and defect metrics

• Own a defined area of the QA program end-to-end (calibration and rubric governance, AI-powered analytics, or partner quality) and drive it from signal to action • Set quality standards and rubric logic for your area; ensure consistent application across channels and partners and recommend framework updates based on outcomes • Configure and continuously improve AI-QA tooling (ObserveAI or similar) with set scoring logic, monitoring accuracy, and ensuring the platform delivers consistent, actionable output • Build automation into QA workflows to reduce manual overhead and expand coverage; establish AI-assisted processes for status updates, reporting, and initiative recaps • Analyze quality and conversation data to surface DSAT drivers, behavioral trends, escalation patterns, and workflow gaps by going beyond what happened to understand why • Design and maintain dashboards that track key quality metrics; translate findings into clear operational recommendations for CX leadership • Produce structured insight reports (clear signal, root cause, recommended action) and ensure findings flow into training, content, coaching, and product decisions • Contribute QA input to WBR/MBR cycles and cross-functional planning; give leadership consistent visibility into program health and customer experience impact • Partner with BPO teams and CX stakeholders to align on standards, drive calibration, and keep expectations consistent across every channel and partner • Collaborate with Enablement, Knowledge, and Programs to ensure quality signals drive decisions across training, content, and coaching and deliver initiatives that measurably improve agent quality and customer satisfaction

• Design, develop and execute API test cases (functional, regression, integration, performance and security tests) • Validate API responses for accuracy, performance, reliability and compliance with business requirements • Use API tools to automate and execute test suites • Analyze API logs, errors and response payloads to identify defects and root causes • Collaborate with developers, product owners and Test team members to review API specifications and clarify requirements • Create and maintain automated API test scripts using scripting languages • Integrate API automation tests into CI/CD pipelines (Gitlab) • Document test cases, test results and defects with clear reproduction steps • Ensure API quality standards including performance, scalability and security best practices • Participate in requirements review meetings to ensure testability and quality considerations • Maintain and update test documentation and procedures • Support release management activities and deployment testing • Perform compatibility testing across different browsers, devices, and operating systems • Contribute to test automation efforts when applicable

• Define and execute test strategies, determining what to automate, what to test manually, and appropriate test coverage levels across projects and products • Design, develop, and maintain automated test frameworks and suites for UI (e.g., Playwright & Selenium) and API (e.g., Postman) testing • Integrate automated tests into CI/CD pipelines (e.g., GitHub Actions & Jenkins) to ensure tests run on every build and deployment • Conduct performance, load, and reliability testing (e.g., k6, JMeter) to ensure systems handle real-world usage at scale • Work closely with developers and product teams to advocate for better design, testability, and shifting quality left in the development lifecycle • Use AI-assisted tools to support test generation, exploratory testing, defect triage, and root cause analysis • Evaluate where AI can improve QA workflows while ensuring outputs are validated, maintainable, and secure • Identify, log, and track defects; assist with reproduction and debugging to accelerate resolution • Continuously improve test coverage, reduce flaky tests, and optimise test execution speed • Review and contribute to technical documentation, test plans, and quality metrics reporting • Perform ad hoc QA activities such as testing hotfixes, planning test coverage, executing test plans, and assisting with patch releases • Evaluate and recommend new testing tools, technologies, and AI-enabled practices to elevate team quality standards