Quality Assurance Manager

The Quality Assurance (QA) Manager is responsible for developing implementing and maintaining quality processes that ensure products and services meet organizational standards and customer expectations. This role oversees day-to-day QA operations drives continuous improvement initiatives and ensures compliance with internal policies and external quality frameworks.

The QA Manager leads a team of QA professionals collaborates closely with cross-functional partners in Product and Engineering and ensures that quality is built into every stage of the development and release lifecycle.

This role reports to the Director of Quality Assurance and leads QA teams across multiple modules in a product area.

The QA Manager will be expected to improve automation coverage reduce defect leakage and accelerate release readiness through process and tooling improvements.

Roles & Responsibilities

Quality Management

• Develop implement and maintain QA policies processes and performance metrics aligned with business and product goals.
• Define and communicate quality objectives across teams ensuring measurable outcomes and accountability.
• Monitor product quality and operational performance driving root cause analysis and corrective/preventive actions (CAPA).
• Ensure consistent adherence to organizational regulatory and compliance standards.
• Establish and track key quality KPIs such as defect density test coverage automation ROI and release readiness scores.

Testing & Process Oversight

• Plan coordinate and oversee all QA activities including manual automated performance and regression testing.
• Manage test planning execution defect triage and reporting for timely and high-quality releases.
• Collaborate with Product Engineering and Operations teams to identify and resolve quality issues early in the development lifecycle.
• Continuously review and improve testing frameworks tools and processes to enhance efficiency scalability and reliability.
• Champion shift-left testing by integrating QA early into sprint planning and CI/CD pipelines.
• Increase automated test coverage of core workflows to 95% and ensure automation suites run as part of every build.

Team Leadership

• Lead mentor and develop a team of QA and Software Engineers in Test (SETs).
• Define performance goals establish clear accountability and drive results through coaching and feedback.
• Foster a high-performing culture centered on ownership collaboration and continuous improvement.
• Identify skill gaps build individual development plans and grow future QA leads from within the team.
• Partner with Engineering Managers and Product Owners to align quality objectives with sprint deliverables and release milestones.

Compliance & Documentation

• Ensure compliance with relevant quality and regulatory standards (e.g. ISO 9001 Six Sigma CMMI SOC 2 FDA or similar frameworks).
• Prepare and maintain quality documentation test reports and audit records.
• Lead or support internal and external audits ensuring readiness and corrective action management.
• Ensure audit readiness and compliance for SOC 2 and ISO 9001 across product teams collaborating with Security and Compliance functions.

Continuous Improvement

• Use data and analytics to identify process inefficiencies and drive measurable quality improvements.
• Recommend and implement best practices for testing automation CI/CD integration and release validation.
• Promote a culture of proactive quality ownership and continuous learning across teams.
• Drive year-over-year improvement in quality KPIs (e.g. 20% reduction in escaped defects 15% faster test cycle time).
• Explore AI-driven testing tools and analytics to accelerate defect detection and root cause prediction.

Qualifications :

Qualifications

• Bachelors degree in Engineering Computer Science Quality Management or a related field.
• 1012 years of experience in software quality assurance including at least 3 years in a managerial role.
• Strong understanding of QA methodologies automation frameworks (e.g. Selenium Cypress) CI/CD pipelines (e.g. Jenkins GitLab) and issue tracking tools (e.g. JIRA TestRail).
• Hands-on experience with programming/scripting languages such as Java or Python.
• Solid grasp of Agile and DevOps principles with proven experience implementing QA strategies in modern software environments.
• Excellent leadership communication analytical and problem-solving skills with the ability to influence cross-functional teams and stakeholders in a fast-paced environment.
• Experience in SaaS or cloud-based product environments is highly desirable.
• Demonstrated success in establishing QA metrics dashboards and presenting insights to senior leadership.

Skills Inventory

• Quality & Process Management: QA policy design metrics root cause analysis CAPA.
• Automation & Tools Expertise: Selenium Cypress Jenkins GitLab JIRA TestRail Postman etc.
• Technical Proficiency: Java Python SQL CI/CD integration performance testing.
• Methodologies: Agile Scrum DevOps Continuous Testing.
• Compliance & Governance: ISO CMMI Six Sigma SOC 2 audit preparation.
• Leadership & Collaboration: Team management stakeholder communication coaching and mentoring.
• Analytical & Reporting: Quality analytics dashboarding and data-driven decision-making.

Key Success Metrics (First 12 Months):

• Balanced Automation Coverage Achieve an optimal automation mix across Unit Integration and UI layers to maximize test depth and speed.
• Defect Containment Reduce escaped defects across pre-production and production environments by 50% through stronger quality gates.
• Quality Index Monitor and improve a unified Quality Score that blends velocity reliability and coverage to drive continuous improvement.
• Automation Reliability Sustain a 95% pass rate with high test stability and minimal flakiness

Additional Information :

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time