QA Manager- Communications
Primary Responsibilities
Lead, coach, and develop Communications Quality Assurance Specialists, fostering a culture of quality, accountability, and continuous improvement.
Set clear performance expectations and conduct regular feedback, coaching, and performance reviews.
Provide guidance on complex testing scenarios, data interpretation, and prioritization of competing initiatives.
Quality Assurance Strategy & Execution
Define and maintain QA standards, testing methodologies, and governance frameworks for personalized customer communications.
Oversee end-to-end testing across channels to ensure correct message delivery, eligibility logic, sequencing, formatting, and personalization accuracy.
Review and approve QA test strategies, test data, and validation results prior to deployment.
Ensure audit-ready documentation and adherence to internal controls and regulatory requirements.
Process Optimization & Automation
Identify opportunities to streamline, standardize, and automate QA testing and data management processes.
Drive continuous improvement initiatives leveraging tools, analytics, and best practices to reduce defects and increase testing efficiency.
Establish metrics and KPIs (e.g., defect rates, cycle time, rework) to measure QA effectiveness and report results to leadership.
Stakeholder & Cross-Functional Collaboration
Partner closely with Marketing, Product, Technology, Data, Compliance, and Governance teams to align on requirements and testing timelines.
Manage stakeholder review and approval workflows, ensuring governance protocols are followed consistently.
Serve as a trusted advisor, challenging assumptions constructively and influencing decisions through clear, data-driven insights.
Platform & Data Oversight
Provide oversight for QA activities related to decisioning platforms such as Pega (or equivalent), including test data preparation and deployment readiness.
Ensure appropriate use of data, logic, and customer attributes to support accurate personalization.
Stay informed of platform enhancements, tool improvements, and industry QA best practices.