Senior Quality Lead - Testing Contact Center

Location:4910 Tiedeman Road, Brooklyn OhioJob SummaryThe 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.Essential FunctionsLeads 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 tercedes 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 noticeComplies 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.EducationBachelor's Degree in a related field such as computer science, information systems, or engineering or equivalent experience (preferred)Work Experience5+ years of experience in software quality assurance, testing, or related roles (required)Experience leading QA efforts for large-scale or transformational initiatives (required)Familiarity with strategic planning, stakeholder engagement, and cross-functional leadership (preferred)SkillsAbility to lead QA efforts across strategic programs and ensure alignment with business and technical goalsSkilled in estimating QA effort, scheduling resources, and managing testing milestones across multiple projectsProficient in triaging test results and coordinating remediation efforts with development teamsStrong communication and collaboration skills to work with senior leaders, cross-functional teams, and key stakeholdersExperienced in calculating and managing metrics to ensure thorough test coverage and requirement traceabilityCapable of managing PLC checkpoints, Shared Services coordination, and quality governanceAbility to manage human capital, delegate tasks, and mentor QA staff across multiple effortsFamiliarity with enterprise-level test management and defect tracking tools such as JIRA, TestRail, Zephyr, and Azure DevOpsStrong problem-solving skills to assess risks, identify quality gaps, and influence product decisionsRecognized for contributing strategic insights and quality-focused recommendations that shape the final productSkille

Created: 2026-03-07