Quality Assurance & Production Support Lead

What Makes This Role Exciting

A Two-Phase Opportunity:

• Phase One: Serve as the QA and Production Lead, driving the implementation and enhancement of the testing strategy during the client’s User Acceptance Testing (UAT).
• Phase Two: Transition into the Production Support Service Delivery Manager role, leading a team of analysts to deliver day-to-day client administration services and optimizing operational efficiency.

Career Growth:

• Elevate your skills and grow in a role that balances leadership, innovation, and collaboration.

Flexible Work Model:

• Whether in-office, hybrid, or remote, our setup gives you the freedom to thrive.

Comprehensive Benefits:

• Enjoy a supportive environment with a flexible schedule, employer-contributed 401K plan, and more.

What You’ll Do

Quality Assurance Leadership:

• Execute robust test strategies to ensure smooth software implementation.
• Collaborate with project managers to align on testing schedules and deliverables.
• Act as a trusted point-of-contact for clients, empowering them with reliable testing strategies.
• Monitor, coordinate, and lead activities during UAT, serving as a champion for quality and risk mitigation.
• Contribute to QA best practices and leverage artificial intelligence to create innovative testing solutions.

Production Support Leadership:

• Build and lead a team of Service Delivery Analysts to ensure high-quality client support.
• Maintain operational excellence by optimizing processes and identifying continuous improvement opportunities.
• Develop strong client relationships through proactive communication, trust-building, and responsiveness.
• Manage escalations with a solutions-oriented approach and mitigate operational risks effectively.
• Serve as the client’s primary operational contact, ensuring consistent service satisfaction.

What You Bring

• A university degree in computer science, engineering, business, or a similar field.
• 8+ years of QA experience (with a minimum of 5 years in a leadership capacity).
• Proven expertise with Agile methodologies and software testing processes (experience with offshore teams is a bonus!)
• Exceptional knowledge of QA best practices and industry standards.
• Excellent relationship building skills to build trust and ensure client confidence in our team and in our solution.
• Outstanding organizational skills paired with sharp problem-solving abilities.
• Strong attention to detail and excellent communication skills.
• Leadership experience in operational support environments and client-facing roles.
• Eagerness to travel within Canada or the US as needed.