Job SummaryThe Senior QA and Process Excellence Analyst, is responsible for establishing and advancing quality, testing, process governance, and delivery excellence practices across the PMO and Agile Delivery organization.
This role serves as the enabler of testing maturity, quality governance, business process validation, operational readiness, and delivery assurance. Working across Product Owners, Agile teams, Project Managers, Business Analysts, and business stakeholders, the position ensures solutions are designed, documented, tested, and implemented using repeatable, scalable, and measurable practices.
The role combines traditional quality leadership with process architecture, solution validation, operational readiness, and continuous improvement responsibilities to improve delivery outcomes, reduce defects, increase transparency, and strengthen organizational delivery maturity.
The position remains within the PMO as a key enabler of delivery governance, quality assurance, and continuous improvement, partnering closely with IT and business teams without assuming system ownership responsibilities.
Key ResponsibilitiesQuality Engineering & Testing Maturity- Define and maintain testing standards, methodologies, and governance practices.
- Build and continuously improve the PMO testing framework.
- Establish testing maturity roadmaps and quality performance metrics.
- Develop standardized processes for:
- Functional Testing
- Integration Testing
- Regression Testing
- UAT
- Operational Readiness Testing
- Lead quality assurance planning for strategic initiatives.
- Ensure consistency in defect management and root cause analysis practices.
Process Architecture & Optimization- Lead documentation of current and future-state business processes.
- Facilitate process analysis and optimization initiatives.
- Create end-to-end process maps and operational workflows.
- Identify process gaps, controls, bottlenecks, and improvement opportunities.
- Develop business processes and knowledge assets.
Solution Validation & Requirements Quality- Partner with Business Analysts, Product Owners and project teams to ensure solutions are testable and measurable.
- Validate requirements traceability throughout delivery lifecycles.
- Review impacts on customer journeys, agent procedures, operational processes and business controls.
- Provide solution challenge and risk-based quality reviews.
Operational Readiness & Change Enablement for Customer Care- Ensure solutions are operationally ready before deployment.
- Validate agent procedures, communications, training requirements and support processes.
- Coordinate cross-functional readiness activities.
- Reduce implementation risk through structured readiness assessments.
Delivery Quality OfficeResponsible for: Testing Strategy, Quality Standards, Process Architecture, Solution Validation, Quality Metrics, AI-enabled Quality Reporting and Documentation & Knowledge Management
Required Experience- 8+ years of progressive experience in Quality Assurance, Testing, Delivery Management, Business Analysis, Process Improvement, or PMO functions.
- 5+ years leading enterprise testing programs, quality initiatives, or delivery governance activities.
- Experience operating within Agile, Waterfall, and hybrid delivery environments.
- Experience developing and implementing testing frameworks, governance standards, and quality metrics.
- Experience facilitating UAT, integration testing, regression testing, and operational readiness activities.
- Experience working directly with senior business stakeholders, Product Owners, Project Managers, and technology teams.
- Experience creating executive-level reporting, KPIs, dashboards, and delivery health metrics.
EducationRequired- Bachelor's degree in one of the following: Business Administration, Information Systems, Computer Science, Engineering, Operations Management, Project Management or Related discipline
Preferred- Master's degree in Business Administration (MBA), Technology Management, Organizational Effectiveness, or a related field.
- Professional certifications such as: PMP®, PMI-ACP®, Certified Scrum Master (CSM), Professional Scrum Master (PSM), Professional Scrum Product Owner (PSPO), ISTQB Advanced Test Manager, Lean Six Sigma Green Belt or Black Belt or SAFe Agilist or SAFe Practitioner
