Test Manager -CRM

QKTech; Dubai; Presencial; AED 420.000 - 560.000; Jornada completa

Descripción de la vacante

QualityKiosk Technologies seeks an experienced Test Manager – CRM to lead end-to-end testing across CRM platforms, ensuring high-quality delivery and governance. You will coordinate onsite and offshore teams, manage stakeholders, and drive transformation in testing practices.

You will own test strategy, planning, defect management, and release sign-off, partnering with business and technology stakeholders to ensure successful outcomes on complex enterprise CRM programs.

Formación

• 12+ years of experience in Quality Assurance and Testing.
• Significant experience leading CRM implementation, enhancement, migration, and transformation programs.
• Strong expertise in test management, CRM business processes, stakeholder management, testing governance, risk management, quality assurance, and delivery leadership.

Responsabilidades

• Lead end-to-end testing activities for CRM implementation and enhancement programs.
• Own overall testing quality, governance, planning, execution, reporting, and release sign-off.
• Create and maintain Test Strategies, Test Plans, Testing Roadmaps, and Estimation Models.
• Define resource requirements and manage team allocation efficiently.
• Ensure complete coverage of business requirements, integrations, workflows, and technical validations.
• Drive testing governance, quality gates, release readiness reviews, and production sign-offs.
• Lead testing improvement initiatives to enhance quality, efficiency, and delivery maturity.
• Coordinate testing across onsite and offshore teams.

Descripción del empleo

QualityKiosk Technologies is a globally recognized leader in Quality Engineering and Digital Transformation, ranked among the world's largest independent QE firms. With a workforce of 4,000+ professionals, we partner with 300+ global enterprises across 25+ countries, delivering mission-critical quality solutions across Banking, Financial Services, Insurance, Telecom, Retail, E-commerce, Automotive, and Government sectors. Trusted by leading organizations worldwide, QualityKiosk drives large-scale digital transformation programs with a sharp focus on AI-led quality engineering, automation, customer experience, and resilience.

Experience: 12+ Years

Domain: Banking

Role Overview

We are seeking an experienced Test Manager – CRM with strong expertise in CRM Testing, Customer Lifecycle Management, Business Process Validation, Integration Testing, UAT Management, Defect Management, Test Governance, and Stakeholder Management.

The ideal candidate will have extensive experience managing end-to-end testing engagements across CRM platforms, ensuring superior quality delivery, driving testing transformations, leading distributed teams, and collaborating with business and technology stakeholders to achieve successful project outcomes.

This role requires ownership of test strategy, planning, execution governance, resource management, defect management, quality assurance, reporting, stakeholder coordination, and release sign-off while managing onsite and offshore testing teams.

Ideal Candidate Profile

A seasoned Test Manager with 12+ years of experience in Quality Assurance and Testing, including significant experience leading CRM implementation, enhancement, migration, and transformation programs.

The candidate should possess strong expertise in test management, CRM business processes, stakeholder management, testing governance, risk management, quality assurance, and delivery leadership across complex enterprise environments.

Key Responsibilities

End-to-End Test Management & Delivery

• Lead end-to-end testing activities for CRM implementation and enhancement programs.
• Own overall testing quality, governance, planning, execution, reporting, and release sign-off.
• Create and maintain comprehensive Test Strategies, Test Plans, Testing Roadmaps, and Estimation Models.
• Define resource requirements and manage team allocation efficiently.
• Ensure complete coverage of business requirements, integrations, workflows, and technical validations.
• Drive testing governance, quality gates, release readiness reviews, and production sign-offs.
• Lead testing improvement initiatives to enhance quality, efficiency, and delivery maturity.

CRM Functional Testing

Lead testing activities across

• Customer Management
• Customer Onboarding
• Customer Profile Management
• Customer Lifecycle Management
• Lead Creation & Qualification
• KYC Validation
• Account Relationship Management
• Customer Data Updates

Sales & Opportunity Management

• Lead Management
• Opportunity Management
• Quote Management
• Sales Process Validation
• Customer Interaction Tracking
• Sales Workflow Validation

Case & Service Management

• Service Request Management
• Complaint Management
• Case Assignment & Routing
• SLA Validation
• Resolution Workflow Validation

Campaign & Marketing

• Campaign Management
• Lead Generation
• Target Customer Segmentation
• Campaign Tracking
• Response Management
• Customer Communication Validation

Workflow & Business Rules

• Workflow Automation
• Approval Workflows
• Notifications & Alerts
• Business Rule Validation
• User Access Controls
• Data Validation Rules

Integration Testing & End-to-End Validation

• Lead testing across CRM integrations and connected systems.
• Validate CRM integrations with Core Banking, Digital Channels, Payment Systems, Middleware, and Third-Party Applications.
• Execute API and Interface Testing activities.
• Validate upstream and downstream data flows.
• Coordinate testing across multiple technology teams and vendors.
• Ensure seamless end-to-end customer journeys across integrated ecosystems.
• Support data migration and reconciliation testing activities.

Test Execution & Quality Assurance

• Create Test Design and Execution Plans.
• Review requirements, BRDs, Functional Specifications, User Stories, and Change Requests.
• Oversee test case design, execution management, and defect tracking activities.
• Ensure successful execution of SIT, UAT, Regression, Integration, and End-to-End Testing.
• Monitor testing progress against schedules and milestones.
• Review and approve testing deliverables.
• Ensure adherence to defined test processes and standards.
• Lead daily defect discussions and triage meetings.
• Manage end-to-end defect lifecycle.
• Track defect trends, leakage, and quality indicators.
• Ensure timely resolution of critical and high-priority defects.
• Identify project risks, dependencies, bottlenecks, and mitigation plans.
• Escalate issues proactively and drive closure.
• Support Root Cause Analysis (RCA) and implementation of preventive actions.

Governance, Compliance & Reporting

• Ensure compliance with client and organizational quality processes.
• Consolidate and report project metrics and KPIs.
• Create dashboards, governance reports, executive summaries, and status reports.
• Maintain project documentation and knowledge repositories.
• Monitor project health, risks, testing progress, and quality indicators.
• Support audits, reviews, and assessment activities.
• Ensure adherence to overall quality governance frameworks.

Stakeholder Management

• Act as the primary testing contact for client stakeholders.
• Interact with client teams regarding project risks, concerns, issues, and resolutions.
• Coordinate with Business Users, Product Owners, Development Teams, Architects, Program Managers, and Vendors.
• Provide regular project status updates to Delivery Managers and Program Managers.
• Support management decision-making through quality insights and reporting.
• Manage onsite and offshore testing teams.
• Assign tasks and manage team workload efficiently.
• Monitor progress and delivery against milestones.
• Provide clarifications, guidance, and support to team members.
• Mentor Test Leads, QA Engineers, and Test Analysts.
• Foster accountability, ownership, collaboration, and quality excellence.

Required Skills

Experience

• 12+ years of overall Testing experience.
• Experience handling large enterprise testing engagements.
• Demonstrated expertise in Test Management and Quality Assurance.
• Experience managing distributed onsite-offshore teams.

CRM Domain Expertise

Strong hands-on experience in:

• CRM Platforms
• Customer Lifecycle Management
• Lead Management
• Opportunity Management
• Service Management
• Campaign Management
• Workflow Automation
• Customer Relationship Management Processes
• Customer Data Management