Quality Assurance (QA) Lead in Reading

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are seeking a skilled QA Lead who will be responsible for designing, implementing, and managing the Quality Assurance framework for the organization. This role ensures that products, services, or processes meet established standards of quality, efficiency, and compliance. The QA Lead collaborates with cross-functional teams to define metrics, plan capacity, build processes, deploy training, and monitor ongoing performance.

The Quality Assurance (QA) Program is a structured framework designed to drive accountability, provide visibility, and sharpen skills across service delivery. It ensures that every interaction meets documented standards and delivers consistent, high-quality outcomes for customers across all delivery partners. QA audits are systematic checks on both service design and execution, validating that processes are clear, complete, and followed accurately. This program helps identify gaps, streamline workflows, and mitigate security/privacy risks while improving customer satisfaction and operational efficiency. This role is flexible in that you can work up to 50% from home.

• Develop and document metrics and success criteria for Quality Partner based on new capabilities, products, or services.
• Establish baseline targets and key performance indicators (KPIs).
• Create and maintain framework and calibration models to drive consistency and continuous improvement.
• Plan capacity needs and targeted volumes for QA activities.
• Ensure end-to-end documentation for QA Partner process requirements.
• Build and maintain operational dashboards for monitoring quality and hygiene.
• Ensure processes are scalable, efficient, and aligned with organizational goals.

• Manage QA capacity planning and efficiency models.
• Oversee run management and stabilize QA operations for critical services.

• Develop training resources and operational documentation for QA processes.
• Validate capacity requirements and onboard QA team members, including system and tool access.
• Deliver training to QA staff and stakeholders on process, data, and reporting requirements.
• Facilitate “train the trainer” programs as needed.

• Execute quality processes and efficiency models.
• Monitor metric performance and report operational results to management.
• Conduct time and motion studies to measure and improve average handling times.
• Support hypercare activities to stabilize new processes and ensure successful adoption.

• Work closely with product owners, business partners, and subject matter experts to ensure QA processes meet business needs.
• Maintain proper governance models for access permissions and data management.
• Participate in change management initiatives to proactively manage updates to QA processes.
• Ensure adherence to data privacy and security standards.
• Maintain QA documentation and update audit platforms.

• Conduct calibration sessions with Delivery Partners and Quality Partners.
• Recommend QA parameter changes to ensure feasibility of fair, accurate, and consistent audit assessments.

• Consolidate audit findings into actionable business insights.
• Prepare dashboards and metrics for leadership reviews and discussions.
• Report-out on Operational and Business MBRs.

• Liaise between QA teams, delivery teams, and leadership.
• Support training and onboarding for new QA motions.

• Bachelor’s Degree in Computer Science, Mathematics, Software Engineering, Computer Engineering, or related field AND 6+ years’ experience in Quality Assurance Management; OR Master’s Degree in a related field AND 5+ year of relevant experience; OR equivalent professional experience.
• Hands-on experience in creating and maintaining framework and calibration models to drive consistency and continuous improvement.
• Strong working knowledge of developing and documenting metrics and success criteria for Quality Partner based on new capabilities, products, or services.
• Candidate must be able to develop training resources and operational documentation for QA processes.
• Monitor metric performance and report operational results to higher management.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.