• Design, maintain, and execute test plans and test cases for web, mobile, and backend services. • Perform manual functional, regression, integration, and usability testing across multiple environments. • Contribute to and execute automated tests using existing frameworks and tools. • Collaborate with engineers and product managers to define test coverage, acceptance criteria, and edge cases. • Validate data integrity and workflow behavior across reviewing, grading, vaulting, purchasing, and marketplace features. • Log, track, and retest defects with clear documentation and reproducible steps. • Participate in sprint planning, standups, and release readiness activities. • Help improve QA documentation, tooling, and processes across the team.

• Performing remediation testing activities related to High-Risk findings • Leading cross-functional teams or projects • Developing and documenting processes and controls • Participating in the intake of applicable regulation

• Design and implementation of quality models • Develop and implement quality models, policies, and quality control tools • Promote and disseminate best practices and continuous improvement techniques • Define testing strategies aligned with business objectives and architecture • Create test plans and test scenarios • Execute functional, performance, regression, and other tests • Use and maintain test automation tools • Work with Continuous Integration and Continuous Delivery (CI/CD) pipelines • Apply various types of testing • Work with strategies such as Test Driven Development (TDD) and Behavior Driven Development (BDD) • Manage defects using tracking tools such as JIRA • Execute performance and load tests

• Investigating customer-reported issues through Intercom and internal tools. • Reproducing bugs and identifying whether issues are isolated, reproducible, or part of broader product problems. • Working with developers to document and escalate reproducible issues clearly. • Testing newly released product changes and validating bug fixes. • Identifying regressions and unexpected behavior after deployments. • Writing and improving knowledge base articles and customer help documentation. • Creating onboarding resources and product walkthroughs. • Monitoring recurring customer issues and identifying patterns. • Helping improve customer onboarding, retention, and overall product experience. • Using AI tools heavily to accelerate troubleshooting, documentation, research, issue summaries, QA validation, and operational workflows. • Building or improving automations to reduce repetitive support and operational work. • Working with tools such as Intercom, Slack, Stripe, Claude, ChatGPT, Codex, Cursor, Notion, Chrome DevTools, and modern SaaS dashboards. • Working with APIs, browser debugging tools, automation platforms, scripts, and technical workflows as needed to investigate and validate issues more effectively.