Quality Assurance Manager

Job Description:

The QA Delivery Professional is a senior, client-facing leader, accountable for end‑to‑end delivery of QA services within one or more key accounts. This role blends strong delivery management with a consulting mindset, ensuring high‑quality outcomes while also shaping account strategy, supporting growth, and representing Perficient as part of the client’s extended leadership team.

The QA Delivery Professional is a billable position and partners closely with service line and account leadership, project/program managers, QA Technology leaders, and SMEs (Automation, Performance, Mobile, Data/ETL, Accessibility, etc.) to orchestrate consistent, scalable, and innovative QA delivery across programs and platforms. They are responsible for service performance, client satisfaction, team health, and the continuous improvement of QA practices within the account.

AI knowledge

Key Responsibilities

Client Relationship Management & Consulting

• Serve as the primary point of contact for all QA delivery matters within the account, building trusted advisor relationships with client stakeholders.
• Participate as a member of the Perficient leadership team at the client (“seat at the table”), contributing to project, program, and portfolio discussions beyond pure QA.
• Lead rational, outcome‑focused conversations to clarify expectations, negotiate scope and priorities, and align QA activities to business value and risk.
• Translate complex delivery and quality issues into clear, actionable recommendations for both technical and non‑technical stakeholders.
• Support pre‑sales and growth activities within the account by identifying new QA opportunities, shaping solutions, and contributing to proposals and presentations.

Service Delivery Oversight

• Ensure QA services are delivered according to contractual agreements, SLAs, and KPIs across all projects and workstreams.
• Coordinate with project managers, product owners, and QA/Test leads to align delivery plans, release schedules, and resource needs.
• Oversee test planning, execution, and reporting to ensure consistent quality, traceability, and compliance with standards.
• Drive cross‑pollination of QA processes, frameworks, and accelerators across programs and teams, maximizing reuse and standardization.

Governance, Reporting & Internal Client Responsibilities

• Establish and lead QA delivery governance within the account, including regular service reviews with internal and client stakeholders.
• Prepare and present dashboards, performance reports, risk/issue summaries, and improvement plans, using metrics to drive decisions.
• Act as the internal “client” for the QA practice within the account—representing account needs back into the QA competency, influencing tools, training, and offerings.
• Ensure adherence to Perficient delivery standards, methods, and compliance requirements while tailoring them pragmatically to the client environment.

Continuous Improvement & Innovation

• Identify opportunities for process optimization, cost reduction, and efficiency gains across QA delivery.
• Implement best practices and lessons learned across projects, promoting a culture of continuous improvement.
• Partner with QA Technology leaders and SMEs to introduce automation, standardization, and innovative approaches (CI/CD integration, shift‑left/right, platform‑aligned testing).
• Champion the adoption of new tools, frameworks, and methods that measurably improve quality, speed, or reliability.

Risk, Issue & Dependency Management

• Anticipate delivery risks, dependencies, and constraints; develop robust mitigation and contingency plans.
• Ensure timely resolution of service-related issues, acting as the escalation point for internal and client stakeholders.
• Balance quality, cost, and schedule considerations, making transparent, data‑backed trade‑off recommendations.
• Maintain clear communication of risks, impacts, and mitigation strategies to leadership on both the client and Perficient sides.

Team Management, Development & Cross-Account Collaboration

• Collaborate with QA leads, resource managers, and technical teams to ensure appropriate staffing, skills mix, and capacity for current and upcoming work.
• Provide coaching and mentoring to QA leads and team members on delivery excellence, consulting behaviors, client communication, and stakeholder management.
• Support training and development initiatives, helping define and implement competency models and career paths for QA professionals within the account.
• Encourage collaboration across teams and programs, facilitating knowledge sharing, communities of practice, and alignment with platform and competency SMEs.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field; relevant certifications (ISTQB, Agile/SAFe, ITIL, PMP/PMI‑ACP) are a plus.
• 12 years of experience in QA/Testing, including significant experience leading multi‑team or multi‑project QA delivery in complex, enterprise environments.
• Proven track record in service delivery management: SLAs, KPIs, governance, reporting, and client satisfaction.
• Strong consulting mindset with the ability to structure problems, analyze data, and present clear recommendations that influence senior stakeholders.
• Demonstrated experience in account or program leadership, including participation in planning, budgeting, and growth discussions.
• Solid understanding of QA methodologies, test management, automation practices, and modern delivery models (Agile, DevOps, CI/CD).
• Excellent relationship‑building, communication, and presentation skills; comfortable leading executive‑level discussions and negotiations.
• Experience managing risks, dependencies, and escalations in fast‑paced, multi‑vendor environments.
• Proven ability to collaborate with technology, platform, and competency SMEs to shape integrated solutions.
• Strong organizational and prioritization skills with a focus on outcomes, quality, and client value.
• High level of written and verbal English communication skills.