• Define and own the test strategy, process, and QA playbook for the product • Move QA upstream by partnering with product and engineering early, so test plans are ready before features ship • Evaluate AI output quality across dimensions like accuracy, citation reliability, and appropriately scoped reasoning • Design and maintain evaluation sets that account for non-deterministic output and catch regressions over time • Test how AI-generated edits apply to documents, including accuracy and formatting fidelity across document structures • Build automated guardrails integrated into CI/CD that cover critical flows • Write structured, reproducible bug reports • Partner with legal domain experts to understand how different customer types use the product, and translate that into test coverage • Approach QA with a product and design mindset. If something works but could be better, we want to hear it • Compare behavior across product surfaces and document discrepancies

• Monitor the performance quality of call center associates interacting with customers • Assess associate demeanor, technical accuracy, and customer service performance • Develop, create, and implement call center quality processes and procedures • Assist in enhancing QA and training materials • Participate in call monitoring formats and quality standard design • Use monitoring data to compile and track performance • Provide trend data to QA Manager and Leadership team • Assist with coaching call center agents to improve call quality • Coordinate calibration sessions for maintaining scoring consistency • Perform audits across multiple channels (calls, chats, email) • Provide actionable data to internal support groups • Prepare and analyze quality reports for management staff review • Participate in partner requirements, service levels, and KPI processes • Other duties as required or assigned

• Lead, mentor, and coach the QA team, conducting regular 1:1s and career development planning. • Manage the distribution of QA engineers across squads, implementing a rotation strategy. • Design and implement a robust automation roadmap, prioritizing regression testing to maximize platform stability. • Build and maintain automated flows that simulate real user behavior across web and desktop environments (using Python or Java). • Continuously increase automated test coverage to proactively identify edge cases and prevent production incidents. • Optimize the "development-to-delivery" window by refining validation processes without compromising quality standards. • Act as a focal point for incident management, triaging bugs alongside developers and ensuring swift resolution and root-cause analysis. • Collaborate closely with engineering team to ensure the QA process is mature, solid, and aligned with agile delivery cycles. • Define and monitor key performance indicators (KPIs) through Jira, such as response times, validation cycles, and defect leakage. • Evangelize QA best practices within the engineering team to ensure quality is a shared responsibility. • Provide regular reports to senior management regarding the health of the area, automation progress, and product stability.

• Oversee and lead a highly complex and diverse governance and control function for an area of significant risk, complexity or scope • Manage and oversee the overall discipline and strategy for the respective areas while aligning to the enterprise best practices • Provides coaching, mentorship and guidance to practitioners, business, executives within area of expertise • Develop, communicate and implement a holistic governance and control strategy for own specific business function • Lead partnership with management and respective teams for area of specialization with industry, enterprise, and business awareness • Ensure an integrated and aggregated view of all related business risk and control activities across the overall function