Functional QA Manager
Keywords Studios, Philippines

• Proactively solve issues with the FQA Project Managers and CQA Manager (Montreal), before they impact the projects.
• Track client relations and macro-project progress in conjunction with the PMs.
• With the help of the PMs and Leads, create and implement any process changes/improvements accordingly.
• Hold regular status meetings, focused on active departmental improvements, with the PM team.
• Manage, lead and motivate local FQA PMs and Leads.
• Empower staff as much as possible and appropriate.
• Take charge of the professional development of the FQA PMs.
• With the help of the other FQA PMs, mentor and train new FQA PMs amp; Leads.
• Instill a training, coaching and growth mentality within the department.
• Provide monthly positive and constructive performance feedback to FQA PMs amp; Leads.
• Provide quarterly evaluation feedback to FQA PMs amp; Leads, or more frequently as needed.
• Provide both positive recognition and warnings appropriately.
• In conjunction to service development, help identify areas where training material may need improvements.
• Mentor and support any other assigned employees.
• Develop and foster lasting relationships with senior client personnel.
• Manage and lead client interactions and meetings.
• Responsible for top-tier client account management affecting local operations.
• Participate in and lead proposal efforts where necessary.
  
• Set and manage client expectations appropriately.
  
• Communicate effectively with clients to identify needs and evaluate alternative business solutions.
• Cross-sell services to clients where possible and appropriate.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships, and encourage and grow own team to do the same.
• Conduct MBR, QBR and YBR when required.
• Track and manage project and client macro KPIs.
• Track and manage local team and department KPIs.
• Provide relevant and thorough briefings to Director, PMs and Leads.
• Help and manage the creation and design of templates used by the global department.
• Manage macro resources planning, recruitment and training in partnership with the Production Support department.
• Report client and macro project statuses and information to director and management team on a regular basis.
• Communicate employee warnings and actions taken to Human Resources.
• Manage most daily communications, like email.
• Review the local team’s variances and issues with Director and local Managers and manage their resolution.
• Primary escalation point of contact for internal queries raised by or for the local FQA PMs.
• Resolve conflicts/issues and escalate to others as appropriate, including IT related issues and help tickets.
• Unless within training or coaching measures or in critical delivery situations, the FQAM should not perform any tasks normally handled by a FQA PM, CQA Manager, Lead, Senior or Tester.
• In addition to the above, the employee is expected to complete any other tasks deemed necessary.

Requirements

• Knowledge of a project cycle and a games’ development process.
• Knowledge of Functionality QA and Certification testing services and processes.
• Understanding of all video game business services and processes.
• Understanding of various business and management concepts.
• Understanding of change management and continuous improvements protocols.
• Understanding of risk management in the context of the QA process.
• Understanding of data driven systems to facilitate decision making.
• Very strong emotional intelligence and awareness.
  • Ability to understand one-self, others, and act accordingly for the attainment of set goals.
• Excellent written, verbal and non-verbal communication skills.
• Strong leadership skills and decision making abilities.
• Capacity to delegate effectively, including decision making where appropriate.
• Accountable and responsible.
• Agile, flexible and able to instill change.
• Skillful in conflict management and giving of constructive feedback.
• Results driven and able to lead a team to success.
• Encourages others to keep a high standard of quantity and quality outputs and leads by example.
• Honest amp; open communication, speaks up in meetings, shares opinions.
• Understands and is able to meet deadlines.
• Self-motivated, innovative and analytical with strong attention to detail and accuracy.
• Client-facing and negotiation skills.
• Ability to work effectively and decisively under pressure.
• Ability to handle multiple projects and multiple project types concurrently.
• Highly organized with the ability to priorit

Job Rewards and Benefits