• Proven expertise in software quality assurance, with a minimum of 5 years of experience in Agile development environments and a deep understanding of QA methodologies, tools, and processes. • Experience with automated testing tools and frameworks such as TypeScript, Playwright, JavaScript, Selenium, Cucumber, as well as API testing tools like Postman and REST-assured. • Proficiency in programming languages: .NET, Groovy and Java. • Familiarity with CI/CD pipelines and related tools, including Jenkins, and monitoring platforms such as Splunk; experience using the Atlassian suite (JIRA, Bitbucket, Confluence) to manage and track testing activities. • Excellent analytical and problem-solving abilities, with a keen eye for detail and a methodical approach to troubleshooting. • Highly organized, self-motivated, and able to manage multiple priorities in a fast-paced, results-driven environment. • Manage the design, development, and execution of comprehensive testing frameworks that align with the Architect's technology and quality standards. Ensure projects are executed with precision, adhering to established timelines and resource allocations. • Lead the practical application and optimization of automation frameworks in line with the Architect’s overarching technology roadmap. Drive the adoption of advanced automation tools and practices that enhance testing processes and product quality. • Act as a pivotal liaison between the QA team and other departments, ensuring seamless integration of QA processes with development and product management workflows. Collaborate with the Architect to ensure QA strategies support organizational goals and product innovation. • Foster a culture of quality and continuous improvement within the QA team, aligning with the Architect’s vision for excellence. Mentor team members, enhancing their skills and leadership capabilities to meet evolving QA challenges. • Identify and lead initiatives to improve QA processes, tools, and methodologies under the guidance of the Architect. Encourage innovation within the team, staying informed of industry trends and technologies that can elevate quality assurance practices. • Maintain a deep understanding of current and emerging QA technologies and methodologies. Share insights with the team and the Architect, ensuring the QA strategy remains at the cutting edge and drives competitive advantage.

• 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 • 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

• Manage the development and implementation of methods and procedures for process control, validation, improvement, testing, and inspection • Design experiments to understand sources of variation affecting products and processes • Applies statistical process control (SPC) methods for analyzing data • Design and perform experimental product testing and analysis • Generate and analyze reports and defective products • Direct and collaborate with supplier representatives on quality problems • Lead supplier qualifications • Provide Quality expertise in Product Development, Design Control activities, Risk Management, and CE Technical Files • Responsible for building appropriate product documentation in compliance with applicable regulations • Coordinate product testing with internal and external laboratories • Ensure compliance with domestic and international regulations • Perform quality reviews of design documentation • Lead investigations of product and process non-conformances and develop effective corrective actions

• Manter processos de QA alinhados às melhores práticas de mercado (Shift-left, CI/CD, Quality Gates). • Seguir padrões, guias e frameworks de testes • Planejar, projetar e executar as iterações de testes, sejam elas funcionais, exploratórios e regressivos. • Desenvolver e manter suítes de automação API • Aplicar testes não funcionais quando necessário, como carga, stress, segurança e usabilidade. • Integrar testes automatizados aos pipelines de CI/CD. • Participar ativamente de code reviews relacionados a testes e padrões de automação. • Formalizar, investigar e acompanhar defeitos até sua resolução. • Realizar análise de causa raiz (RCA) e apoiar times no aumento da qualidade preventiva. • Trabalhar em parceria com áreas de Produto e Desenvolvimento • Apoiar processos de Release e validações finais.