Quality Assurance Manager
Qatar Duty Free
Location Doha, Qatar
5d ago

Job Purpose :

Drive higher conversion and customer satisfaction by managing quality assurance, monitoring and testing frameworks and concepts to support the various stages of digital product development and platform operations.

Provide tools and establish metrics to enable testing teams.

Operational Accountabilities :

Develop processes to enable efficient planning, tracking and retrospective of quality assurance activities and ensure right test gets executed at the correct points in the pipeline.

Ensure right focus is given to fixing known issues by reviewing progress and highlighting incidents and impact of issues on daily basis.

Use data and technology discover structural customer experience shortfalls by pro-actively marking cases and bookings that significantly deviate from normal patterns.

Understand customer experience and operational impact of ongoing quality defects by regularly gathering feedback from front line servicing teams.

Analyze frequency and severity of issues and defects reported by digital product lines to establish areas of improvement for feature delivery.

Establish Quality Assurance framework for digital products and platforms.

Prepare guidelines for functional testing, test cases checklists, as well as provide coaching and support to individual team members.

Partner with product and platform leads to enable effective testing by ensuring pre-production environments are available to use, and that test data are available or can be generated.

Work with engineering leads to foster efficient coding and performance optimization, facilitate peer reviews.

Implement systems and tools to improve team efficiency, delivery quality and reduce time to market.

Ensure team to efficiently triages identified issues by defining severity levels for digital product lines.

  • Perform other department duties related to his / her position as directed by the Head of the Department.
  • Qualifications

    Qualifications and Experience :

    In order to be able to perform in this role you require the following :

    Bachelor's Degree or Equivalent with Minimum 6 years of job-related experience

    Essential Experience :

  • Incident triaging, investigation and resolution.
  • Understanding and estimating business and customer value impact of issues.
  • Previous experience in managing customer service, customer experience or digital product quality assurance preferably in the travel industry.
  • Preferred Experience :

    Formal training and certification on airline reservation systems.

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