Quality Assurance (SQA) is responsible for establishing and implementing standards for services business practices from both an operational and project engagement perspective.  Within this workgroup are transactional specialists focusing on business practices in Services transactions.  The QA Lead is a key role in QA, with responsibility for processes, tools, templates, guidance and training content for the functional area. They ensure adherence to the Common Operating Model and act as a focal in cross capabilities activities.  

The Quality Assurance (QA) Manager is the key resource for quality assurance in the assigned geo. Working very close with the local sales and delivery teams, the QA Manager is involved in the end-to-end engagement supporting the sales team from qualification to the signed contract and working closely with the delivery team from initiation to close of the project. 
The QA Manager is involved in teams and meetings at every level of the organization and the quality focus point for the local teams.  

Responsibilities

Manage Quality Assurance in transactions

• Provide guidance to and directly participate in reviewing Enterprise Consulting and Support Services deals and projects. 
• Utilizes existing intellectual property (IP) and collective knowledge.
• Provide quality management support for complex projects (type 1 and 2) and other critical transactions (to be defined by local management) during sales stages by reviewing Statement of Work, technical solutions and providing QA related recommendations. 
• Manage and monitor quality during delivery in close cooperation with the delivery team, captures and provides feedback for best practices.
• Collaborate closely with Local and Global Domains, for specific solutions. Consult and involve necessary SMEs during sales and delivery phase for identification of good practices, project health tracking
• Identify and capture good practices and make those available as business insights within the quality community and local/area management.
• Communicate with and support SQA Directors, Services Sellers, Delivery Managers and Project Managers.
• Identify quality issues and root causes, identify corrective actions, discover Early Warnings and drive to resolution in close coordination with the SQA Directors.
• Develop and maintain quality reports and provide on a regular basis through sales/delivery rhythm of the business (ROB).
• Drive consistency, adoption and integration of quality standards within Microsoft’s processes, policies and systems, as well as support their creation.  Develop continuous improvement insights with high-impact across our QA teams and into the Field.
• Utilizes existing intellectual property (IP) and collective knowledge.
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• Engages with other project managers at the customer site with support from peer teams, supports development of stakeholder relationships, and escalates issues and ambiguous situations to senior colleagues as needed.
• Contributes to customer satisfaction by engaging with customers in a positive manner, reviewing customer feedback, and builds trusted relationships with internal resources to act as the voice of the customer with guidance from mentors on politically sensitive matters. Contributes to expectation management by documenting, executing, and monitoring according to contracted approach (e.g., Conditions of Satisfaction).
• Adheres to project compliance standards (e.g., confidentiality, privacy) and requirements of the contract, under guidance.
• Establishes clear expectations and accountabilities (e.g., reconfirm scope, Responsible-Accountable-Consulted-Informed matrix) with all project team members (e.g., consultants) and stakeholders for teams of low complexity through participation in internal and external kick-off meetings (e.g., sales to delivery handoff, formal kick-off meetings). Interacts with default stakeholders (e.g., customer sponsor, Microsoft project team members) and engages subject matter experts in holistic planning activities including team validation.  

• Supports senior colleagues in overseeing project metrics on basic projects or components of projects by providing review of defined metrics to ensure adherence to key performance indicators (KPIs).

• Monitors and tracks risks and issues within basic projects or components of projects with guidance by relying on senior colleagues to identify and evaluate risks, recording and tracking mitigation plans using available tools to input and update risk, and escalating risk scenarios through senior colleagues as needed.
• Supports maintenance of quality deliverables (e.g., documents) for basic projects or components of projects by acknowledging requirements, documenting plans, tracking outputs. Follows standard quality management processes focused in quality assurance.
• Follows established change processes as outlined.
• Applies foundational knowledge of project management principles to execution and delivery and builds his or her own capability through peer mentorship.
• Embody our culture and values

Support quality training and coaching

• Provide quality assurance training and coaching to field sellers and delivery roles in close coordination with the Quality Director and local Management
• Facilitate quality training and/or initiatives at local level
• Be responsible for coaching new hires and bring them up to speed in a timely fashion
• Conduct knowledge gap analysis and support developing and implementing action plans

Quality monitoring, quality assurance and business maturity

• Manage and monitors quality during sales, delivery and operations in close cooperation with the local teams
• Identify and capture good practices and make those available as business insights within the quality community and local management
• Communicate with and support QA Director, Services Sellers, & Delivery
• Identify quality issues and root causes, identify corrective actions and drive to resolution in close coordination with the QA Director
• Develop and maintain quality reports and provide on a regular basis through sales/delivery ROB
• Drive consistency, adoption & integration of quality standards. Support the creation and adoption of quality standards, processes, policies and systems

Community and Collaboration

• Actively participate in the quality community
• Assist in developing and streamlining Quality procedures.
• Develop and drive high-impact insights as they pertain to the QA community

Qualifications

Experience

10+ years related experience

Required Bachelor's Degree (B.S/B.A.)

Qualifications 

• Must have a degree in business with at least 5 years in quality / risk management experience.  Quality certification expertise preferred (e.g. ISO, CMMI, Six Sigma, PMP).  Candidate must possess excellent demonstrated decision-making, analysis, and problem solving and communication skills.
• Excellent interpersonal, verbal and written communication, analytical and presentation skills are also required.  Strong attention to detail required.
• The successful candidate must be willing to travel within the [area] frequently for quality audits, coaching and connecting with local management.
• Familiarity with policy and procedure writing and a strong understanding of and skills in the financial – risk-reward – trade-offs in good project management.
• Strong self-motivation, the ability to work independently, and within a team environment with strong follow up, organization and prioritization skills and excellent attention to detail helps too.  

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.