Quality Assurance Manager

QA Manager for Digital Products/Services

This role blends technical depth with a passion for usability and customer experience. The QA Manager will lead a small offshore team of testers, drive test strategy and execution, and personally take part in testing complex digital journeys that matter to our customers.

Key Responsibilities

Quality Leadership

• Own the QA strategy for web, mobile, and e-commerce platforms, ensuring high standards of usability, reliability, and customer satisfaction.
• Coordinate with UX and development teams to embed quality and user empathy into every stage of the delivery lifecycle.
• Lead and coach a small team of testers, setting clear expectations and fostering a culture of ownership, collaboration, and continuous improvement.

Testing Strategy and Execution

• Design and execute

  manual and automated tests

  across multiple browsers, devices, and operating systems.
• Lead

  usability testing

  efforts, ensuring customer-centric validation is a core part of every release.
• Drive

  negative testing

  and

  edge-case validation

  to prevent defects that affect real customers.
• Conduct

  integration testing

  across front-end and backend systems to guarantee end-to-end reliability.
• Manage test planning, execution, defect tracking, and reporting using

  Azure DevOps

  .

Innovation & Experience Initiatives

• Lead the

  Secret Shopper initiative

  , simulating end-to-end member journeys such as online purchase, registration, claims submission, to proactively detect usability or technical issues before customers do.
• Continuously identify gaps in the customer journey and collaborate with UX and development to improve the overall digital experience.
• Use insights from testing data, customer feedback, and call center trends to guide priorities and elevate product quality

Governance & Reporting

• Maintain consistent QA documentation, including test plans, test cases, defect logs, and release reports.
• Provide quality metrics to stakeholders, tracking defect trends, release quality, and usability improvements over time.
• Ensure all QA activities align with release timelines and organizational standards.

Required Skills and Experience

• 6+ years of experience in software quality assurance for

  web, mobile, or e-commerce digital products

  .
• Strong background in

  usability, digital experience, and customer-centric testing

  .
• Hands-on experience with

  Azure DevOps

  (test management, execution, and reporting).
• Solid understanding of

  cross-browser/device testing

  ,

  negative testing

  , and

  API/backend integration validation

  .
• Familiarity with test automation frameworks and tools such as BrowserStack
• Proven ability to lead QA teams and collaborate with UX and Development.
• High proficiency in

  English

  (written and spoken).
• Experience in

  health insurance

  is a plus.

Success Metrics

• Reduction in defects reported by customers through our NPS surveys, online digital feedback.
• Decrease in customer service calls related to technical or usability issues.
• Improved usability ratings and customer satisfaction scores across digital platforms.
• Enhanced release quality and reduction in post-launch defect leakage.

Culture Fit

Were looking for someone who is:

• Customer-obsessed

  – always seeing testing through the lens of the end user.

• Collaborative

  – thrives in cross-functional teams and brings positive energy.

• Detail-oriented

  – notices what others miss and takes pride in precision.

• Data-driven

  – uses metrics and evidence to improve quality and performance.

  Role & responsibilities

Preferred candidate profile