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QA Managed Service Lead

Worcester, MA, USA Req #13313
Tuesday, September 29, 2020

For more than 160 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE.

 

Our Quality Assurance team is currently seeking a QA Managed Service Lead in our Worcester, MA location.  This is a full time, exempt role.

 

POSITION OVERVIEW:

 

Reporting to the Quality Assurance Center of Excellence leader, the position of Managed Service Lead primarily focuses on the facilitation of effective integration and management of QA managed services and activities within the overall IT lifecycle through knowledge transition, facilitation of early engagement of QA resources in the SDLC, identifying opportunities for QA transformation within the business unit and trending and monitoring service performance and Hanover dependencies to facilitate quality outcomes.  They will serve as account liaisons and quality management champions for the business unit(s) they support and enable the results and quality of QA services delivered. 

 

IN THIS ROLE, YOU WILL:

 

  • Facilitates relationship and resource management between Hanover and vendor teams
  • Partners with business unit and project leaders (such as AVP’s, program directors, program managers, project managers etc.) to understand the business strategy, goals and objectives, identify demand, and manage supply
  • Coordinate and monitor software projects from initiation through delivery, and influences, reviews, and ensures the evaluation of test strategies and test estimates to enable consistent alignment to service-based processes
  • Evaluates work intake within the business units and facilitates early engagement of QA resources and early adoption of QA processes
  • Audits and reviews business analysis and development activities and documentation to ensure products are tested to expected outcomes and are in compliance with approved HTG procedures and applicable regulations/P&C industry standards
  • Collects and synthesizes metrics and data points to collaborate with peers and colleagues in support of the dependent Key Performance Indicators (dKPIs) for requirements stability, environment availability and stability, quality of defect fixes, defect turn-around time, etc.
  • Serve as liaisons between technical and non-technical departments in order to promote and enable expected outcomes and facilitates QA team access to subject matter experts for Hanover’s business processes and IT applications and helps clarify questions and/or requirements
  • Enables opportunities to leverage QA tools, solution accelerators, QA automation, and establish effective regression test beds based on business priorities
  • Trends, monitors, analyzes and reports on vendor performance (SLAs) to contractual terms, for the Center of Excellence and business units as well as reviews status reports and metrics, and effectively identifies and manages issues and risks
  • Manages the organization's relationship with managed services vendors and ensures that the vendor's performance meets the organization's requirements

 

WHAT YOU NEED TO APPLY:

 

  • Minimum of 5+ years of experience in various software delivery models – agile, iterative, waterfall
  • Solid knowledge of ITIL based processes (e.g. Incident, Problem, Change/Release)
  • Strong business acumen and knowledge of business process dependencies within the IT project delivery cycle
  • Bachelor’s degree in related field
  • Must be willing and eager to work in a hands-on capacity
  • Ability to work in a collaborative team setting and successfully build relationships with external teams
  • Strong problem solving, decision making, and leadership skills, with the ability to drive results with urgency
  • Excellent verbal and written communication skills
  • Excellent attention to detail: Does not let small details get by
  • Good business and technical acumen: Able to structure and analyze requirements into discrete test procedures
  • Flexible and adaptable: Can adjust to changing priorities and timelines while managing multiple simultaneous initiatives
  • Ability to effectively present information to management
  • Collaborates with colleagues in obtaining a shared commitment to the improvement or success of a project or event
  • Ability to use a personal computer and other standard office equipment

 

CAREER DEVELOPMENT:

 

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

 

BENEFITS:

 

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

 

Benefits include:

  • Medical, dental, vision, life, and disability insurance
  • 401K with a company match
  • Tuition reimbursement
  • PTO
  • 9 company holidays
  • Flexible work arrangements
  • On-site medical/wellness center (Worcester only)

 

EEO STATEMENT:

 

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.

EEO statement:
 

“The Hanover values diversity in the workplace and among our customers.  The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.  

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.” 

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities.  If you require a reasonable accommodation, as a candidate for employment, please inform The Hanover Talent Acquisition office. 
 
 

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Other details

  • Job Function Information Technology
  • Pay Type Salary
  • Required Education Bachelor’s Degree
  • Worcester, MA, USA