• Observations on recorded or live agent calls and score them against a TP and client provided standard • Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support • Complete all work assignments within deadlines given • Attend TP and client meetings and functions as assigned • Maintain a set work schedule allowing for flexibility based on business needs • Host and facilitate internal, external or QA team calibrations to track results and attendance • Quality Assurance CSAT calibration process with clients, monitoring services and the operation • Ensure value added CSAT analytics, methods and practices are provided to operation • Client interaction as it relates to CSAT analytics, methods, and processes • Ensure appropriate levels of skilled analysts to achieve company and/or client required levels of customer satisfaction • Support supervisor teams with representative quality execution • Support supervisor teams in calibration session • Support new hire quality training and transition • Participate in any new policy training to ensure all policies are understood • Ensure all QA Analyst reporting, and communication requirements are met • Thrive as a team player in a fast paced, high energy, change oriented environment • Perform other duties as assigned by supervisor or other members of management • Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

• Design and build automated systems that identify data quality issues, product bugs, and regressions across our web application and data pipelines — reducing reliance on manual discovery. • Write scripts and tooling to detect anomalies, inconsistencies, or failures in large datasets (e.g. malformed records, missing relationships, unexpected distributions). • Work with product to prioritize identified issues based on business impact, and write or contribute code fixes directly — not just file tickets. • Develop and maintain automated test coverage (unit, integration, end-to-end) with a focus on high-risk areas and data-heavy workflows. • Collaborate with engineering to review data models, API contracts, and backend logic for correctness and edge cases. • Instrument quality metrics and build internal tooling or dashboards to track data health and product reliability over time. • Contribute to release readiness by running automated checks and surfacing risk areas with supporting data.

• Responsible for ensuring the delivery of quality software – planning, implementing and automating quality assurance tests. • Plan, define, implement and identify tests (for example: regression, functional, data validation, system integration, exploratory, load or performance) for new and/or existing functionality. • Monitor the testing process and results in each cycle and evaluate the overall quality.

• Design, execute, and maintain manual and automated test cases for front-end and back-end systems. • Perform functional, regression, smoke, integration, and edge-case testing to ensure product quality. • Analyze requirements, define test scenarios, and ensure traceability between business requirements and test coverage. • Report, track, and verify defects in close collaboration with development teams. • Develop and maintain automated tests using Java, Selenium WebDriver, and automation best practices such as Page Object Model. • Integrate automated tests into CI/CD pipelines and support test execution within DevOps workflows. • Contribute to QA strategy, test planning, and continuous improvement of tools, frameworks, and processes. • Collaborate with QA Lead, developers, and product managers to clarify requirements and define acceptance criteria.