CRM QA Lead

Title: CRM QA Lead

Location: Remote

Duration: Contract

Role Summary:

As a QA Lead, you will drive the quality engineering strategy and execution for CRM implementations. You will collaborate with cross-functional teams to ensure robust test coverage, automation, and governance across all phases of delivery.

Key Responsibilities:

Lead Quality engineering strategy and execution for CRM implementations.

Define and manage test plans, regression suites, and UAT cycles using tools like Jira and Confluence.

Oversee sprint-level testing, automation framework development, and defect triage.

Conduct governance meetings and client-facing QA reporting.

Collaborate with developers, business analysts, and stakeholders to ensure quality benchmarks are met.

Ensure timely QA deliverables and proactively manage risks and blockers.

Required Skills & Qualifications:

10+ years of experience in Quality Engineering roles, with at least 3 years in Lead role.

Hands-on experience with CRM testing and automation.

Strong knowledge of test design techniques, defect lifecycle, and QA metrics tracking.

Experience with Agile delivery models.

Excellent communication, stakeholder management, and documentation skills.

• Oversee and support process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters by providing technical support and process guidance
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by monitoring compliance with service agreements

• Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
  • If unable to resolve the issues, timely escalate the issues to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs

• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products for production specialist as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver