The Quality Services (QS) organization provides testing support for Devices, Retail, and AWS products. The primary objective of the QS organization is to provide manual testing support, which includes regression and new feature/product testing.
As a Quality Services Manager, you will manage subject matter experts (SMEs) and first-level managers. You will mentor and coach SMEs and first-level managers and ensure test case execution process is managed well. You will be the point of contact for functional Quality Assurance (QA) Managers for clarifications and queries around project execution/work allocation. You will be responsible for end-to-end delivery of projects and stakeholder management. You will continuously raise the performance bar of the Quality Services organization. You will look at process optimization and implement improvements in quality / productivity. In addition to managing process improvements and work allocation, you will monitor daily floor operations, create reports, review QSAs performance on regular intervals, and ensure productivity and quality deliverables are met. You will also be responsible for performance management of all the reporting QSAs /SME / Managers.
Key job responsibilities
1. Manage daily operations through first-level Managers while staying well-connected with ground-level operations.
2. Model capacity planning and ensure that idle time and commitment misses are minimized.
3. Identify, report, troubleshoot, and escalate issues.
4. Drive process improvements and metrics to improve the overall team performance.
5. Use software tools for data capture/execution/reporting on a daily basis.
6. Capture team test results and provide project status reports.
7. Monitor Daily Productivity of team members and ensure they are on track for project delivery.
8. Participate in team training and development.
9. Manage performance and expectations of the workforce through consistent implementation of performance measurement and feedback systems.
10. Implement strategies for managing attrition, improving performance, and maintaining workforce morale.
11. Manage career path, performance reports, and provide growth paths for promising employees.
12. Manage and improve performance of lower performers.
13. Set ground rules in the initial stages of new projects and incorporate them into the standard process.
14. Work with functional QA and QS org to identify gaps and coordinate with process experts to fill them.
