Quality Assurance Manager

We are seeking a hands-on QA Manager for Digital Products/Services to ensure flawless, intuitive user experiences across our member-facing digital platforms, including our Member Site, mobile app (built on a cross-platform Flutter framework), e-commerce site, and all other digital transactions.

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