• Dedicated Independent Quality Analyst. • Work alongside the client's Quality PM, Vendor Manager, L&D PM, Policy team and wider Player Care team, to drive QA excellence within global Player Support vendors. • Surface insights and recommendations to improve the quality of support, player experience, policy and processes, and ensure vendor consistency and integrity. • Responsible for the quality standards of global partners through QA evaluations and deep dives. • Reporting to the Independent QA/Centralized QA Account Manager. • Responsible for continuous learning of gameplay and player support ticket handling policies and processes. • Be the expert on client game products and SME for your focus market. • Evaluate player support tickets to identify areas for improvement on the Partner and Language market level; conduct analysis to identify gaps in quality standards with vendor QAs. • Use available tools to gather data and analyze market trends or patterns affecting quality and player experience. • Deliver these insights to relevant stakeholders. • Take part in, run, and facilitate calibration sessions within your own team and with global vendors. • Great communication skills and interpersonal skills. • Ability to resolve QA disputes and calibration discrepancies with global vendors. • Excellent reporting and presentation abilities, experienced in delivering Business Reviews to stakeholders of various levels. • Collaborate with client and global QA vendor team members to improve player support experience. • Provide insights to Learning Specialists to close agent knowledge and skill gaps. • Complete targeted deep dives on an ongoing basis. • Use relevant sample size calculations to ensure efficient quality analysis of productivity. • Evaluate both assisted (agent) and non-assisted (bot) tickets to help improve the overall player experience. • Provide structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization. • Agile team player, willingness to share knowledge and best practices to improve overall team performance and motivate each other. • Able to work independently, problem solver, analytical mindset with a good acumen on trend spotting, able to connect the dots. • Able to drive QA initiatives and projects on a team and global level. • Able to work with cross-functional partners of different regions, stakeholder management experience. • Able to make sense of complex and multilayer QA information, turn it into concise and valuable insights to client and global vendors. • Able to perform under pressure, meet deadlines and deliverables through great time and task prioritization.

• Plan, develop, and oversee the execution of project test plans across one or more titles, ensuring work lands on time and at the quality bar the studio sets. This includes authoring and maintaining test plans for partners to execute, collaborating with those partners on scope and expectations, reporting progress, and ensuring deliverables meet studio standards. You'll also help onboard new partner team members to studio policies and processes, and develop your own team through training, feedback, and hands-on coaching. • Partner with development to provide testing support and feedback across gameplay systems, content, and game balance. You'll build and execute test strategies in lockstep with the engineering & production leadership and represent QA in cross-discipline meetings to ensure testing priorities track with project development priorities. • Bring an engineering mindset to the QA function. Identify where automation, tooling, or better instrumentation can replace repetitive manual effort. Work with engineering to integrate tests into CI, improve build verification, and shorten feedback loops. Maintain and improve the bug database, ensure issues are well-formed and actionable, and surface major or blocking issues to development immediately. • Explore how AI tooling can extend the QA practice — test case generation, log triage, crash clustering, automated repro, smarter bug deduplication, AI-assisted exploratory testing. You'll be expected to evaluate tools critically, prototype where it makes sense, and bring the rest of the team along. • Own the operational backbone of QA: 1st party certification coordination with Production and Development, clear and concise status reporting, and proactive prioritization based on where the project actually is.

• Develop, maintain, and execute detailed test plans, test cases, and regression suites • Perform manual functional, exploratory, and acceptance testing across web and mobile applications • Identify, document, and track defects through resolution, ensuring clear communication with engineering teams • Validate new features, enhancements, and bug fixes prior to release • Collaborate with product managers and developers to clarify requirements and acceptance criteria • Participate in sprint ceremonies and contribute to release readiness assessments • Support user acceptance testing (UAT) and provide clear feedback to stakeholders • Advocate for quality throughout the development lifecycle

• Design, build, and maintain automated test frameworks for UI, API, and integration testing • Develop robust automated test suites using modern languages and tools (e.g., Java, Python, JavaScript, Kotlin, Selenium, Cypress, Playwright, Appium) • Integrate automated tests into CI/CD pipelines and ensure fast, reliable feedback loops • Collaborate with engineering teams to identify root causes, improve testability, and prevent defects • Define quality metrics and contribute to continuous improvement initiatives • Perform performance, load, or reliability testing as needed • Review code, contribute to architectural discussions, and champion automation-first practices • Mentor junior engineers on automation, tooling, and quality engineering principles