Manage and oversee call center quality assurance: conduct live and recorded call reviews, ensure consistent scoring and compliance, coach agents, analyze QA and training effectiveness, lead QA staff, produce performance reports, and recommend process and training improvements to enhance customer experience.

Lead QA efforts for medium-to-large projects: analyze requirements, create test strategies, plans, and cases; manage test execution, environments, and defect lifecycle; report metrics; promote test automation and shift-left practices; mentor QA team and participate in Agile ceremonies.