Salesforce QA Manager

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Job Category

Customer Success Group

Job Details

Manager is responsible for ensuring the success of our customer engagement by effectively leading a team of QA engineers (Salesforce QA) along with actively involving a project execution & helping in process alignment & maintaining Salesforce standards.
Handling a group of leads, engineers & associates around 15+ members. This role involves direct customer engagements, career development of individuals & project management processes. Apart from day-to-day activities, the candidate is encouraged to be helping leadership in strategic planning to grow the team, run projects of organisational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organisation to the wider world. The candidate is encouraged to be independent, self-motivated, proactive, results-oriented & ability to define and provide a high level of customer engagement through the delivery of world-class QA services.

Experience/Skills Required:

• Masters Degree or equivalent proven experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, QA experience, Coach, Mentor & work experience, etc.)

• Overall work-experience of 10+ years, Strong people management expertise of at least 5+ years in QA management roles.

• Strong experience in Salesforce.

• Strong Experience in managing QA professionals.

• Experience with QA best practices and procedures.

• Excellent written and verbal communication skills.

• Strong team player with a result-oriented attitude and a keen focus on enhancing customer experience.

• Continuously raises the bar on what defines customer service delivery.

• Excellent situational awareness in handling objections in dynamic customer environments.

• Leading cross-functional collaboration across global teams

• Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision

• Drive stakeholder engagement across peers and senior management

• Ability to address and effectively engage large audiences and hold their interest

• Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations

• Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development

• Ability to successfully communicate and coordinate with departments across the organisation including development, Consulting, CSM, BA, Program Management, and Product Management

• Strong Escalation management experience with multiple stakeholders including customers and product teams

• Demonstrate strong work ethic and advanced organisational skills

• Ability to develop and deliver creative solutions for complex situations

• Ability to attract, hire and retain high-performing professionals

• Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights

Detailed Role & Responsibilities:

• Manage a QA team to achieve customer objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, & project deadlines. · Set team goals in alignment with Global objectives. Assist direct reports in the definition and attainment of individual goals

• Manage at least one customer engagement directly & simultaneous manage a group of individual contributors.

• Ensure that direct reports have the resources, information, and processes necessary to deliver effective QA solutions to our customers

• Ensure the delivery of high-quality technical and soft-skills training for direct reports

• Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals

• Effectively represent the QA practice on entire CSG group to deliver on organisational objectives.

• Manage workflows and schedules for direct reports and ensure adequate workload coverage

• Deliver regular reports that provide qualitative and quantitative descriptions of business performance

• Develop and maintain QA procedures and policies

• Advocate for QA practice and define ways to continually add value to the customer experience

• Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the QA group

• Foster and facilitate the professional growth and development of team members

• Empower and install confidence in team members to enable them grow

• Flexibility to work in staggered shifts based on customer engagement.

• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager & leadership

Skills Desired
Post Graduation and / or Industry certifications like CSM, ISTQB, CSM, CASTP etc.
Functional or technical salesforce.com application knowledge
 

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