QA Program Manager

At Keywords, we are using our passion for storytelling, games, technology and media to create a global services platform for the Video Games and the Media & Entertainment industries.  

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing, we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed. 

Keywords is trusted and relied upon by many of the world’s leading companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

People at Keywords are passionate, talented, committed and resourceful. Human talent is our most valuable resource and as a business, we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 75+ studios around the world or working together virtually.

The QA Program Manager plays a vital role in managing Keywords client partnerships by developing and implementing a global QA growth strategy. They ensure operational success by leveraging Keywords QA Studios and overseeing interconnected projects across service lines.

As the client's ambassador, the Program Manager recommends strategies, coordinates activities, and manages deadlines and budgets to enhance service quality. They collaborate with internal and external stakeholders to share insights into clients' preferences.

Reporting to the QA Management team, the Program Manager works closely with QA Directors and Production Management teams to execute plans for key accounts. They lead Project Managers, manage change and risks, resolve scope issues, and prepare reports for stakeholders while also training teams on client best practices.

Main Responsibilities:

• Collaborate with leadership to develop strategies for profitability and operational efficiency.

• Allocate projects based on capacity, workload, and expertise.
• Manage client expectations and act as the primary contact for assigned accounts.
• Understand the production life cycle in QA to facilitate processes.
• Educate project teams on client needs and best practices, identifying new business opportunities.
• Design workflows and onboard QA services and technology.
• Analyze data to verify KPIs and manage project schedules.
• Oversee project production, ensuring timelines and quality standards are met.
• Support team members in problem-solving and provide coaching and growth paths.
• Create and present production reports regularly.
• Work with finance and management teams for project quotes and production forecasts.
• Lead standardization efforts across locations and promote automation.
• Manage team sizes based on business needs and ensure documentation is current and accessible.
• Implement KPI reporting and oversee global invoicing for QA projects.
• Address risks and issues, and document program activities.
• Serve as a Project Manager during peak times or workload shifts.

Requirements

• Strong customer-centric focus.
• Excellent team management and organizational skills.
• Demonstrated solid experience of delivering standard work processes as well as tactical/operational expertise.

• Development of business processes (recommendations, procedural documents), detailed project plans and status reporting mechanisms.
• Proven ability to build strong relationships across all levels of the business, including senior leaders.
• Initiative and responsibility: willingness to act proactively by identifying opportunities and anticipating changes/knowing when to escalate correctly.
• Excellent communication skills and ability to create good and strong relationships with different kinds of local and international stakeholders.
• Proven ability to work under pressure and according to tight timelines.
• Demonstrated problem solving and analytical skills.
• Skills in data collection, analysis, metrics and managing performance delivery.
• A high degree of cultural sensitivity and demonstrated ability to work effectively with multi-cultural and business teams, preferably within a large global business.
• 5+ years of Project Management experience.
• Understanding of a project cycle and a game development process.
• Understanding of QA Plan building, QA Delivery Strategy, and QA Program Delivery.
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