Salesforce QA Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.

Salesforce welcomes all.