• Lead and support a team of QA testers across daily testing operations • Assign testing coverage based on project priorities, risk areas, and milestones • Mentor junior and mid-level QA team members through coaching and feedback • Help establish testing standards, workflows, and best practices • Collaborate closely with Production to maintain testing schedules and milestone readiness • Create and execute comprehensive test plans, test cases, and regression testing strategies • Oversee functional, gameplay, compliance, and compatibility testing efforts • Identify, document, reproduce, and prioritize bugs using tracking tools such as Jira • Ensure bugs contain clear reproduction steps, severity assessments, and supporting documentation • Validate bug fixes and monitor recurring issue trends • Partner with Designers, Engineers, Artists, and Producers to improve development quality • Participate in sprint planning, milestone reviews, and release readiness discussions • Advocate for player experience and usability across all stages of development • Communicate quality risks, blockers, and testing status clearly to stakeholders • Help improve QA workflows, reporting structures, and testing efficiency • Support implementation of automation tools and telemetry where appropriate • Assist with certification preparation and submission processes for console platforms • Contribute to postmortems and continuous improvement initiatives

•Comprehensive Communication Oversight: Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks. Apply quality control measures to maintain work standards specific to the collections department’s goals. •Speech Analytics Utilization: Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement. Utilize these insights to refine and optimize communication strategies. •Regulatory Compliance and Performance Analysis: Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency. •Best Practices Implementation: Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms. •Training Program Support: Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance. •Quality and Compliance Reporting: Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements. •Policy and Procedure Enhancement: Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements. •Cross-Functional Collaboration: Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

• Perform detailed QA reviews of 2LoD casework, memos, and decisions to evaluate: • Accuracy and completeness • Appropriateness of risk-based judgments • Alignment with internal standards and regulatory expectations • Evaluate the quality of 2LoD oversight, including whether issues are appropriately identified, escalated, and resolved • Identify inconsistencies in decision-making and gaps in challenge or governance • Conduct horizontal reviews across 2LoD outputs to identify: • Systemic weaknesses in oversight practices • Trends in ineffective challenge or missed escalation opportunities • Inconsistencies in policy interpretation • Develop insights into emerging risks and control blind spots within 2LoD • Assist with the development and maintenance of QA methodologies specific to 2LoD activities, including: • Test scripts tailored to oversight and challenge functions • Defect taxonomy focused on governance, escalation, and decision quality • Scoring frameworks to assess effectiveness of 2LoD outputs • Ensure clear differentiation between 1LoD execution errors and 2LoD oversight deficiencies • Document QA findings with clear articulation of: • Gaps in 2LoD oversight, challenge, or governance • Root cause and impact on risk management effectiveness • Assign severity ratings based on risk exposure and regulatory implications • Track and validate remediation of identified issues within Compliance • Provide independent challenge within the 2LoD function, ensuring high standards of oversight and accountability • Support regulatory exams by demonstrating the effectiveness and rigor of 2LoD oversight and QA practices • Identify opportunities to enhance 2LoD QA through: • Standardization of oversight practices • Enhanced documentation and governance protocols • Use of data analytics to identify anomalies or inconsistencies in 2LoD outputs

• Support project delivery by reviewing, tagging, labeling, validating, and organizing technical information related to construction drawings, 3D models, and AI-assisted workflows. • Work closely with team leads, QA specialists, and project delivery teams. • Check project information for accuracy, completeness, and consistency. • Help identify errors, inconsistencies, or missing information. • Collaborate with team leads and other remote team members. • Support continuous improvement by giving feedback on processes and workflows.