Senior Quality Lead - Testing Contact Center

KeyBank•Brooklyn, OH

18h•$80,000 - $150,000•Hybrid

About The Position

The Senior Quality Lead coordinates all planning, execution, and recap functions involved in testing and injecting quality safeguards into the development and deployment of software applications across one or more strategic programs. Leads other QA professionals and fosters collaboration and cooperation with the broader project team to deliver a high-quality product.

Requirements

Bachelor's Degree in a related field such as computer science, information systems, or engineering or equivalent experience (preferred)
5+ years of experience in software quality assurance, testing, or related roles (required)
Experience leading QA efforts for large-scale or transformational initiatives (required)
Ability to lead QA efforts across strategic programs and ensure alignment with business and technical goals
Skilled in estimating QA effort, scheduling resources, and managing testing milestones across multiple projects
Proficient in triaging test results and coordinating remediation efforts with development teams
Strong communication and collaboration skills to work with senior leaders, cross-functional teams, and key stakeholders
Experienced in calculating and managing metrics to ensure thorough test coverage and requirement traceability
Capable of managing PLC checkpoints, Shared Services coordination, and quality governance
Ability to manage human capital, delegate tasks, and mentor QA staff across multiple efforts
Familiarity with enterprise-level test management and defect tracking tools such as JIRA, TestRail, Zephyr, and Azure DevOps
Strong problem-solving skills to assess risks, identify quality gaps, and influence product decisions
Recognized for contributing strategic insights and quality-focused recommendations that shape the final product
Skilled in designing and implementing scalable automation frameworks using tools like Selenium and UFT
Deep understanding of testing methodologies across functional, regression, and performance domains
Ability to understand and optimize complex systems and their interdependencies
Ensures QA practices align with enterprise security standards and compliance requirements
Understands development lifecycles and integrates quality assurance into software delivery processes

Nice To Haves

Familiarity with strategic planning, stakeholder engagement, and cross-functional leadership (preferred)

Responsibilities

Leads the QA team for large transformational projects and may oversee multiple quality leads.
Accountable for all activities conducted to ensure quality across assigned programs.
Oversees quality throughout all phases of the project, including requirement review, test script preparation, test execution, and recap.
Identifies gaps and confusion in the user interface, workflow, or requirements and communicates risks related to technical debt, schedule slippage, or other concerns to the project team.
Schedules QA resources and estimates the QA portion of project timelines and forecasts.
Manages testing needs with Shared Services and oversees PLC checkpoints.
Calculates and manages traceability and test coverage metrics.
Assists with test result triage and reports on overall application and project health.
Intercedes with remediation efforts when appropriate to maintain quality standards.
Creates a collaborative partnership with the Tech Lead, Project Manager, Business Analysts, and other project participants.
Actively engages in grooming sessions, status meetings, and other project-related discussions.
Highly valued as a thought leader contributing to the final product.
Manages human capital for assigned efforts, including mentoring, performance oversight, and task delegation.
Leads the testing communication plan and drives planning, execution, and reporting with team members.
Liaises with key stakeholders to ensure alignment on quality goals and deliverables.
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.