Quality Assurance Manager – Virtual Agents, Agent Assist

Responsibilities

• Lead end-to-end QA governance for enterprise programs, ensuring quality strategy, standards, and release gates are consistently implemented across multiple initiatives.
• Define and operationalize QA frameworks, KPIs, and governance models to drive measurable quality outcomes and continuous improvement.
• Oversee testing across complex ecosystems including APIs, integrations, CRM, and contact center platforms, ensuring seamless end-to-end validation.
• Manage quality for conversational systems, including NLU accuracy, dialogue flows, and Agent Assist recommendations, to enhance customer and agent experience.
• Drive automation strategy and integrate QA within CI/CD pipelines to enable scalable, efficient, and continuous quality validation.
• Own defect management, risk mitigation, and release sign-offs, ensuring timely resolution and high-quality deliverables.
• Partner with senior stakeholders and lead distributed QA teams, providing executive-level reporting, insights, and strategic quality advisory.

• Proven experience leading QA for complex enterprise systems; experience in Virtual Agents / Conversational AI / Agent Assist preferred.
• Strong expertise in quality engineering practices including functional, integration, regression, and non-functional testing.
• Demonstrated ability to define and implement QA strategy, frameworks, and governance models.
• Experience managing multi-team, multi-program QA delivery in large-scale environments.
• Strong stakeholder management, communication, and decision-making capabilities.