Role Overview
In the ever-evolving world of software delivery services, the role of a Quality Assurance (QA) Manager is both pivotal and multifaceted. Ensuring that software development services meet the highest standards of quality, functionality, and stakeholders’ satisfaction.
Key Responsibilities
- Establishing QA Processes and Standards: The QA Manager is responsible for establishing, implementing, and maintaining comprehensive QA processes and standards within the delivery centres to ensure a consistent and structured approach to quality assurance across all projects and service delivery
- Act as the bridge on quality matters between UK firms and delivery centres, ensuring:
- A unified approach to quality assurance A consistent approach to quality measurement safeguarding accuracy, consistency, and transparency in metrics.
- A clear and concise quality reporting mechanism, including insights and recommendations to leadership and stakeholders.
- Alignment on quality objectives, expectations and escalations.
- A single point of contact for quality assurance discussions, quality issue resolution and continual improvement
- Monitors and maintains the efficiency of the Quality Management system by:
- Addressing complaints related to resource quality, ensuring timely resolution and implementing process improvements
- Investigating and managing escalations concerning quality challenges, collaborating with delivery centres and UK-based teams to resolve issues
- Tracking and analysing trends in quality issues, identifying systemic problems and recommending corrective actions
- Leads the Quality Assurance improvement by:
- Regularly reviewing and analysing QA processes to identify areas for enhancement, and implementing changes to improve efficiency and effectiveness. Collaborating with relevant stakeholders to agree on action plans to address and resolve quality issues
- Developing and executing change plans to embed quality standards across delivery centres
- Tracking progress of change initiatives, ensuring sustained improvements in quality practice
- Monitoring the implementation of agreed changes and actions and assessing their impact on quality improvements
- Ensures the Quality Management (QM) tool is used consistently across all delivery centres, by
- Training and supporting stakeholders (UK & Delivery centres) on how to use the QM system effectively.
- Monitoring and enforcing compliance with QM tool usage, ensuring data accuracy and completeness.
- Staying updated with the latest tools, trends and advancements to maintain a competitive edge and ensuring that the centres adopt the best tools and practices.
Role Requirements:
- 5+ years’ experience in quality assurance & compliance – ideally in a global delivery model with offshore teams
- Strong understanding of service delivery quality frameworks and standards (e.g. ISO 9001, TQM, Six Sigma, Lean Management, etc.)
- Prior experience working with Quality Management tools and ensuring proper use across teams
- Experience in handling escalations effectively and leading quality improvement initiatives
- Skilled in driving continuous improvement processes in quality practices
- Proficiency in communicating and showcasing results to executive leadership teams.
- Being able to communicate clearly and lead a team effectively. The QA Manager must articulate QA processes, provide constructive feedback, and inspire the teams to maintain high standards of work.
- Strong leadership skills to guide the team through challenging projects and ensure continuous motivation.
- Adaptable and proactive in addressing changing requirements and emerging technologies. Ability to quickly adapt to new tools, methodologies, and industry trends to ensure that the QA processes remain effective and up-to-date.
- Six Sigma certification for process improvement and efficiency will be considered an asset.
- CMMI Associate Certification will be considered an asset.