• Proactively solve issues with the FQA Project Managers and CQA Manager (Montreal), before they impact the projects.
  • Track client relations and macro-project progress in conjunction with the PMs.
  • With the help of the PMs and Leads, create and implement any process changes/improvements accordingly.
  • Hold regular status meetings, focused on active departmental improvements, with the PM team.
  • Manage, lead and motivate local FQA PMs and Leads.
  • Empower staff as much as possible and appropriate.
  • Take charge of the professional development of the FQA PMs.
  • With the help of the other FQA PMs, mentor and train new FQA PMs & Leads.
  • Instill a training, coaching and growth mentality within the department.
  • Provide monthly positive and constructive performance feedback to FQA PMs & Leads.
  • Provide quarterly evaluation feedback to FQA PMs & Leads, or more frequently as needed.
  • Provide both positive recognition and warnings appropriately.
  • In conjunction to service development, help identify areas where training material may need improvements.
  • Mentor and support any other assigned employees.
  • Develop and foster lasting relationships with senior client personnel.
  • Manage and lead client interactions and meetings.
  • Responsible for top-tier client account management affecting local operations.
  • Participate in and lead proposal efforts where necessary.
  • Set and manage client expectations appropriately.
  • Communicate effectively with clients to identify needs and evaluate alternative business solutions.
  • Cross-sell services to clients where possible and appropriate.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships, and encourage and grow own team to do the same.
  • Conduct MBR, QBR and YBR when required.
  • Track and manage project and client macro KPIs.
  • Track and manage local team and department KPIs.
  • Provide relevant and thorough briefings to Director, PMs and Leads.
  • Help and manage the creation and design of templates used by the global department.
  • Manage macro resources planning, recruitment and training in partnership with the Production Support department.
  • Report client and macro project statuses and information to director and management team on a regular basis.
  • Communicate employee warnings and actions taken to Human Resources.
  • Manage most daily communications, like email.
  • Review the local team’s variances and issues with Director and local Managers and manage their resolution.
  • Primary escalation point of contact for internal queries raised by or for the local FQA PMs.
  • Resolve conflicts/issues and escalate to others as appropriate, including IT related issues and help tickets.
  • Unless within training or coaching measures or in critical delivery situations, the FQAM should not perform any tasks normally handled by a FQA PM, CQA Manager, Lead, Senior or Tester.
  • In addition to the above, the employee is expected to complete any other tasks deemed necessary.

Requirements

  • Knowledge of a project cycle and a games’ development process.
  • Knowledge of Functionality QA and Certification testing services and processes.
  • Understanding of all video game business services and processes.
  • Understanding of various business and management concepts.
  • Understanding of change management and continuous improvements protocols.
  • Understanding of risk management in the context of the QA process.
  • Understanding of data driven systems to facilitate decision making.
  • Very strong emotional intelligence and awareness.
    • Ability to understand one-self, others, and act accordingly for the attainment of set goals.
  • Excellent written, verbal and non-verbal communication skills.
  • Strong leadership skills and decision making abilities.
  • Capacity to delegate effectively, including decision making where appropriate.
  • Accountable and responsible.
  • Agile, flexible and able to instill change.
  • Skillful in conflict management and giving of constructive feedback.
  • Results driven and able to lead a team to success.
  • Encourages others to keep a high standard of quantity and quality outputs and leads by example.
  • Honest & open communication, speaks up in meetings, shares opinions.
  • Understands and is able to meet deadlines.
  • Self-motivated, innovative and analytical with strong attention to detail and accuracy.
  • Client-facing and negotiation skills.
  • Ability to work effectively and decisively under pressure.
  • Ability to handle multiple projects and multiple project types concurrently.
  • Highly organized with the ability to prioritize tasks.
  • Ability to prepare, interpret, and effectively utilize management information reports.
  • Ability to analyze difficult and politically sensitive problems, and recommend and implement effective solutions.
  • Relevant experience in a Management or similar role in the Video Games or related industry.
  • Bachelor degree or equivalent experience.
  • Experience in an Account Management or sales-oriented role.
  • Formal Project Management techniques or training (PMP, Agile, Scrum, etc.).
  • IT literate.
  • Fluent in English – written and verbal.
  • Familiarity with defect tracking tools, workflows, test case management tools, agile tools, and project tools, such as JIRA, Confluence, Spira, TestTrack, DevTrack, and DevTest.
  • Advanced skills with MS Excel, Word and PowerPoint.
  • Experience working within MS Office in general.

Benefits


  • Competitive salary and benefits
  • Fun working environment
  • Working with the biggest names in the gaming industry
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