The Quality Assurance Manager is responsible for leading quality execution across product development and production to ensure products meet design, safety, construction, and regulatory standards. This role partners closely with Merchandising, Sourcing, and Product Development to proactively identify risks, implement testing protocols, and drive continuous improvement initiatives. This position reports directly to the VP, Quality and plays a critical role in protecting product integrity and brand reputation across domestic and international markets. Collaborate with Merchandising, Sourcing, and Product Development teams to proactively identify and address potential quality concerns during product development and production. Ensure products meet design intent, safety standards, construction requirements, and regulatory compliance for both domestic and international markets. Conduct and support Failure Mode and Effects Analysis (FMEA) for new product development initiatives. Develop and implement product testing protocols and inspection plans to mitigate potential quality or defect issues, including defining test methods, pass/fail criteria, and sample sizes. Execute and oversee testing and inspection plans to ensure adherence to approved standards. Maintain governance of Test Protocols and Inspection Plans, ensuring all internal teams and third-party partners follow approved documentation and processes. Stay current on applicable regulations and industry best practices and implement necessary updates to ensure compliance. Build strong working relationships with internal and external partners to ensure quality standards and systems are consistently applied. Lead and develop a team of Quality Assurance professionals supporting quality and compliance programs. Drive defect reduction and continuous improvement initiatives across suppliers and production partners.

• Plan, execute, and report on testing activities for IVR and web applications • Define end-to-end testing strategies to validate complete customer journeys • Develop and maintain test plans, test cases, and test scripts based on design and requirement documents • Lead voice testing services, including IVR flows, prompts, integrations, and call scenarios • Manage and mentor a small QA team, fostering a positive and collaborative team environment • Balance testing resources across multiple concurrent releases • Track and report test progress, risks, and quality metrics to stakeholders • Lead test review meetings and coordinate defect triage with development teams • Use Microsoft TFS / Azure DevOps for test management and reporting • Identify opportunities for test automation and support automation initiatives • Support integration testing across IVR, web applications, and backend services

• Ejecutar pruebas manuales en canal voz y texto. • Validar integridad del flujo completo. • Documentar incidencias con evidencia. • Probar escenarios reales de usuario. • Apoyar pruebas piloto.

• Evaluar calidad semántica de respuestas LLM. • Identificar alucinaciones o inconsistencias. • Validar comportamiento multi-agente. • Probar integraciones con sistemas externos. • Apoyar definición de criterios de aceptación IA.