• Build and maintain automated testing frameworks and tools • Act as a bridge between development and QA • Focus on preventive quality measures • Integrate testing into CI/CD pipelines • Promote best practices in Agile environments

• Operate the QA cadences end-to-end — daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions • Manage the central tracker that captures every quality signal raised and routes it to a named owner across the five action workstreams • Collaborate with Engineering, Product, L&D, Automation, and Operations teams to ensure every quality signal has a destination • Regularly communicate outcomes and insights to cross-functional stakeholders, including senior leadership

• Operate the QA cadences end-to-end — daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions. Maintain meeting hygiene: agendas, decisions logged, action items assigned with clear owners and due dates. • Manage the central tracker that captures every quality signal raised and routes it to a named owner across the five action workstreams. Publish and enforce service-level agreements; surface adherence (target ≥95%), escalation cycle times (target ≤7 days), and signal-to-action lag (target ≤5 days) to leadership weekly. • Collaborate with Engineering, Product, L&D, Automation, and Operations teams to ensure every quality signal has a destination, every action has an owner, and every outcome is measured. • Work with QA leadership, Product, Data Science, and cross-functional Analytics teams to understand quality trends, prioritize roadmap initiatives, and shape the future of AI-assisted auditing, rubric evolution, and contact-prevention work. • Regularly communicate outcomes and insights to cross-functional stakeholders, including senior leadership, to guide strategic decision-making and drive process and performance improvement. • Build and maintain QA dashboards and reporting that surface critical KPIs such as quality scores, customer sentiment, first contact resolution, average handle time, audit coverage, and action SLA adherence across the customer, retailer, and shopper pillars. • Write SQL queries against contact and audit data to investigate spikes, isolate root causes, identify auditor variance, and answer ad-hoc business questions from CX, Product, and Operations leadership. • Analyze audit data, customer sentiment, and contact-driver patterns to identify systemic issues, calibration drift, and opportunities for contact prevention. • Partner with Data Science, the broader Analytics organization, and QA leads to design dashboards and reporting models that provide a unified view of QA performance across contacts. Work closely with Operations and Legal teams to meet reporting requirements and audit needs. • Develop forward-looking analyses (“if we take action X, what should we expect in metric Y”) to support quarterly goal-setting and ROI assessment for QA-driven initiatives. • Build automated reporting systems to keep CX and operations leaders informed of trends, variations, and opportunities across regions, pillars, and channels.

• Develop comprehensive test plans based on functional and technical specifications to ensure complete coverage • Create, maintain, and execute detailed manual test cases using Zephyr integrated with JIRA • Actively participate in daily squad stand-ups, sprint planning, reviews, and retrospectives in an Agile environment • Log, track, and manage defects in JIRA, verify fixes, and coordinate retesting activities to ensure quality resolution • Validate user stories and tickets to confirm compliance with defined acceptance criteria before release • Apply a Shift-Left testing approach by engaging early in the development lifecycle and collaborating closely with Product Owners and Development teams • Partner with Frontend engineers to transition manual test scenarios into automated test scripts using Cucumber, Gherkin, and Playwright • Contribute to CI/CD pipelines by enhancing automated test coverage and supporting reliable, stable deployments • Perform and support network, performance, smoke, and visual regression testing in production and customer-facing environments