• Support global QA operations across multiple sites, regions and client portfolios. • Build strong relationships with QA Managers, QA Project Managers, Site Leaders and operational stakeholders. • Help keep actions, risks, escalations and QA initiatives moving across global teams. • Improve quality reporting, KPI visibility, calibration and performance tracking. • Use QA data to identify trends, recurring issues and opportunities for improvement. • Support client-facing activity, including quality updates, issue resolution, relationship management and business review preparation. • Partner with Sales and Account Management where QA insight is needed to support client confidence and service delivery. • Support launches, transitions, service expansions and operational change from a QA perspective. • Help drive consistency across sites while respecting local ways of working and cultural differences. • Support AI implementation and quality technology initiatives, including reporting tools, automation and AI-enabled QA solutions.

• Act on client support requests (via email and, rarely, web meetings), follow up with the Project Manager and Development Team, and communicate with clients until issues are fully resolved. • Investigate technical support requests raised by users, typically related to messaging APIs, protocols, TCP connectivity, Java VM and Windows environment configurations, XML dictionary files, and other technical aspects of the application. • Manage onboarding of new clients by setting up product distribution areas and supporting clients via email during product deployment phases. • Participate in client demonstrations. • Support customer adoption of Esprow products by assisting clients with the migration and restructuring of their existing specifications, preparation of client-specific test scenarios in the software, and related adoption activities. • Provide customer feedback to internal departments and management. • Issue and manage product licenses for users. • Contribute to QA activities for Esprow products, including testing of new features and collaboration with Project Managers and Development teams to resolve issues prior to client release. • Create detailed, comprehensive, and well-structured test plans and test cases. If necessary, communicate with internal teams or clients to identify system requirements and expected system behaviour. • Analyse test results to ensure quality of the software and recommend preventive and corrective actions. • Stay up to date with testing tools and QA best practices to support continuous improvement of QA processes.

• Lead and manage the QA team, including resource planning, workload management, mentoring, and career development. • Define, implement, and continuously improve QA processes, standards, methodologies, and best practices across the organization. • Develop and maintain comprehensive test strategies, test plans, test scenarios, and test cases for new and existing products. • Work closely with Product Managers, Business Analysts, Developers, and other stakeholders to understand requirements and define testing approaches. • Ensure quality is embedded throughout the Software Development Lifecycle (SDLC). • Drive test planning, test execution, defect management, and release readiness activities. • Manage QA activities using Jira and related project management and reporting tools. • Track, analyze, and report quality metrics, testing progress, defect trends, and release quality indicators. • Identify quality risks early and proactively propose mitigation strategies. • Support and improve both manual and automated testing practices across the team. • Participate in recruitment, onboarding, performance management, and professional development of QA team members. • Facilitate collaboration between QA, Product, Engineering, and Delivery teams to improve overall product quality and delivery efficiency. • Stay current with emerging QA tools, testing methodologies, and industry best practices.

• Updated and maintained JTS/FAST test case baseline. • Updated JTS/FAST automated test suite. • JTS/FAST regression and release verification package. • JTS/FAST defect verification, test documentation, and improvement package.