Experience/Skills Required:
Masters Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, QA experience, Coach, Mentor & work experience, etc.)
Overall work-experience of 10+ years, Strong people management expertise of at least 5+ years in QA management roles.
Strong Experience in managing QA professionals.
Experience with QA practices and procedures.
Excellent written and verbal communication skills.
Strong team player with a result-oriented attitude and a keen focus on improving customer experience.
Continuously raises the bar on what defines customer service delivery.
Excellent situational awareness in handling objections in dynamic customer environments.
Leading cross-functional collaboration across global teams
Self-motivated, takes initiative, assumes ownership and runs programs with minimal direction
Drive stakeholder engagement across peers and senior management
Ability to address and effectively engage large audiences and hold their interest
Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
Ability to successfully communicate and coordinate with departments across the organisation including development, Consulting, CSM, BA, Program Management, and Product Management
Strong Escalation management experience with multiple stakeholders including customers and product teams
Demonstrate strong work ethic and sophisticated organisational skills
Ability to develop and deliver creative solutions for sophisticated situations
Ability to attract, hire and retain high-performing professionals
Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights
Detailed Role & Responsibilities:
Manage a QA team to achieve customer objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, & project deadlines. · Set team goals in alignment with Global objectives. Assist direct reports in the definition and attainment of individual goals
Manage at least one customer engagement directly & simultaneous manage a group of individual contributors.
Ensure that direct reports have the resources, information, and processes vital to deliver effective QA solutions to our customers
Ensure the delivery of high-quality technical and soft-skills training for direct reports
Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
Effectively represent the QA practice on entire CSG group to deliver on organisational objectives.
Manage workflows and schedules for direct reports and ensure adequate workload coverage
Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Develop and maintain QA procedures and policies
Advocate for QA practice and define ways to continually add value to the customer experience
Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the QA group
Foster and facilitate the professional growth and development of team members
Empower and install confidence in team members to enable them grow
Flexibility to work in staggered shifts based on customer engagement.
Take up and deliver on any other responsibilities as assigned from time to time by reporting manager & leadership
Skills Desired
Post Graduation and / or Industry certifications like CSM, ISTQB, CSM, CASTP etc.
Functional or technical salesforce application knowledge
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