RESPONSIBILITIES

• Oversee the end-to-end delivery of services to clients, ensuring that projects are executed according to scope, timeline, and quality standards
• Lead and manage a team of service professionals, including assigning tasks, setting performance expectations, conducting performance reviews, and providing mentorship and guidance.
• Allocate resources effectively to meet project requirements, balancing workloads and skill sets to ensure optimal performance.
• Implement and monitor quality assurance processes to ensure that services meet or exceed established standards and client expectations.
• Collaborate with cross-functional teams to plan and scope projects, defining deliverables, timelines, and resource requirements.
• Identify potential risks and challenges that could impact service delivery, and develop mitigation strategies to address them.
• Track key performance indicators (KPIs) related to Release, team performance, and client satisfaction. Use data to make informed decisions and improvements.
• Identify opportunities to enhance service delivery processes, streamline workflows, and optimize resource utilization.
• Maintain open communication channels with internal teams, clients, and stakeholders to ensure alignment, transparency, and timely issue resolution.
• Provide regular reports and updates to management on the status of ongoing projects, resource utilization, and client feedback.
• Identify skill gaps within the team and facilitate training and development initiatives to improve the team's capabilities.
• Stay updated on industry trends, best practices, and emerging technologies in service delivery to enhance the organization's competitiveness.
• Review client requirements and provide feedback.
• Develop develops testing procedures by defining quality metrics and test strategies.
• Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
• Act as the key point of contact for all QA aspects of releases, providing QA services and coordinating with QA resources internally and externally.
• Lead and mentor QA team members, as well as manage outside contract testers.
• Develop and execute test cases, scripts, plans, and procedures (manual and automated).
• Stay up-to-date with new testing tools and test strategies in the industry.
• Assists in test environment setup/teardown, test automation, and exploratory testing.
• Oversees the creation and maintenance of test data and test documentation.
• Provides suitable solutions for issues/errors based on the understanding of the system and client business processes.
• Leads/mentors QA Engineers and shares knowledge to make sure QA staff meets technical and behavioural qualifications required for their positions.
• Assists the HOD/Country Director in formulating QA standards and best practices, processes, and strategic plans.
• Assists management in setting the direction for quality assurance within the organization.
• Assists in recruiting new staff, conducting interviews, and evaluating potential candidates.
• Strong knowledge of Project management and bug reporting tool like Jira, Asana, or Smartsheet.
• Manage version control systems to track and organize software artifacts, ensuring that the correct versions are included in each release.
• Collaborate with testing teams to ensure that releases are thoroughly tested and meet quality standards before deployment.
• Monitor the post-release environment to ensure that the release is functioning as expected and address any post-release issues promptly.
• Implement and manage release automation tools and practices to increase efficiency and reduce manual intervention.
• Provide training and guidance to teams on release processes and best practices.
• Ensure compliance with relevant security regulations and standards, such as GDPR, HIPAA, ISO 27001, NIST, etc.
• Arrange information security awareness/training sessions within the company in coordination with the concerned functions and or departments
• Plan/conduct a risk assessment, internal ISMS audits, and related activities to provide security input on any project of the company where information security input is required.
• Collaborate with cross-functional teams to assess and identify security risks and vulnerabilities across various systems and processes.
• Stay up-to-date with industry best practices, emerging threats, and regulatory requirements related to information security.