• Lead risk-based audit planning across therapeutic areas and studies • Drive strategic audit programs using risk indicators from study teams • Ensure audits align with approved programs and scheduled timelines • Manage audit outcomes to identify trends and communicate risks • Represent quality assurance on complex cross-functional initiatives • Deliver reports and metrics to Global Development leadership • Collaborate effectively with stakeholders across global functions • Navigate ambiguity while prioritizing multiple complex activities

• Create, maintain, and execute manual test cases and test scenarios to validate product functionality and ensure expected behavior across web, mobile, and API applications. • Perform exploratory, regression, smoke, sanity, and end-to-end testing to identify functional and usability issues. • Collaborate closely with Product Managers, Developers, and other QA team members to understand requirements, refine acceptance criteria, and ensure high-quality releases. • Identify, document, prioritize, and track software defects, providing clear reproduction steps and supporting evidence. • Validate bug fixes and perform regression testing before releases. • Participate in feature refinement sessions, helping identify edge cases, risks, and test scenarios early in the development process. • Contribute to improving QA processes, testing methodologies, documentation, and overall product quality. • Create and maintain test documentation, including test plans, test cases, checklists, and knowledge base articles. • Support release validation and production verification activities when needed. • Collaborate with the automation team by identifying automation candidates and maintaining automation-ready test scenarios.

• 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