Head - Quality Assurance Onboarding

Summary of responsibilities  

The Head of Quality Assurance (QA) holds a crucial position in guiding and nurturing the Onboarding QA team, ensuring that incoming participants, including Financial Institutions, Merchants, Biller, etc., adhere to the rigorous quality standards established within the organisation. The Onboarding QA team serves as the organisational gatekeeper during the UAT phase, verifying that participants adhere to the quality standards outlined before the eventual go-live. 

This job requires a comprehensive understanding of interdependency of various business functions within the organisation as well as external customers to drive quality within innovative product and service. It’s important to have a basic understanding of the Financial and Technology sectors as well as the commercial awareness. 

The sustainable quality results should be achieved through a holistic integration of people, process and technology by establishing effective policy and procedure, succession talent management, technology plan. Hence, this role requires a Subject Matter Expert (SME) in QA as well as a strategic steward and credible activist to scale the onboarding process effectively and economically through building a high performing QA team. This role is highly accountable for the product and service quality through intra- and inter-divisional collaborations. 

Inspire and enlist others towards shared vision, enable team members, continuously challenge the status quo for improvement, walk the talk and encourage hearts. Work at both high and low level collaboratively with team members and key work partners.

Key Areas of Responsibilities

• Plan, lead, manage and carry out the test process activities in accordance to the Software Development Lifecycle 
• Work closely with the internal – Commercial, Application Development, Technical, Operations teams – and external – Financial Institutions, Merchants, Biller – stakeholders to understand the business/testing requirements and how the testing approach/process is able to achieve optimal effectiveness and efficiency. 
• Manage, lead and coordinate testing & support Quality Assurance related activities internal parties within the organization as well as the external parties such as Financial Institutions, Merchants, Billers 
• Track and reports on test progress – including execution completion, status of test cases, escalation of issues to team and provide data points/recommendations to aid decision-making by team/management 
• Tracks defects raised during testing and follow up with the relevant parties – be it internal or external –, perform re-testing on defect-fixes until defect closure  
• Ensure that the deliverables they provide on the systems they test, meet the highest professional standard possible. 
• Participate in the development and review of the Production Migration Checklist and the provide support on production deployment 
• Constantly review existing test approach, test strategy, test coverage to find and apply improvement opportunities in these areas, through observation from production incidents/issues, previous testing assignments, findings from other sources. This is to be shared with the rest of the team 
• Ensure that test environments are maintained, available and accessible and the application version is up to date. Also, to ensure that the configurations are as close to the production environment as possible to ensure that testing performed in the test environment is able to simulate production 
• Design, develop and deliver QA Strategy and Framework for simplified and automated testing to uplift team test speed and efficiency, improve test accuracy, reduce test maintenance costs, minimise dependency on manual testing to mitigate enterprise risk 
• Solution, formulate and implement strategies to realise opportunities which requires supreme attention to detail, analytical, critical thinking and problem-solving skills to engineer innovative solution to meet the current and future business requirements. 
• Ensure that the quality of developed simulators or automated testing tools enhances the onboarding journey for external – Financial Institutions, Merchants, Biller 
• Analyse and identify opportunities for innovative test automation for continuous improvement in testing  
• Build sustainable talent pipeline for QA through proactive succession and talent management  
• Develop team members’ competencies through coaching, mentoring, training and other learning and development support  
• Manage team members performance and provide inputs on performance for other key work partners where appropriate 
• Stay ahead of emerging technologies and trends with broad understanding of computer systems and software standards  
• Challenge status quo and drive innovation – with solution focus to support all key work partners  
• Possess good commercial awareness and strategic in managing resources to achieve business goals  
• Other responsibilities in the division/company as and when directed by the Director, Operation and/or GCEO. This may include rotation into a different role, or leading a corporate-wide project (in addition to current role) to achieve company’s objectives 

FUNCTIONAL COMPETENCIES 

System and Network Operation Management 

• Demonstrate good understanding of system, database and network requirements and functions; able to manage, identify and implement improvements for the department efficiency and effectiveness. 

Issue/Problem Management Negotiation Skills 

• Demonstrate ability to coordinate and provide technical operations supports and input, problem analysis in ensuring all problems being resolved amicably. 

Project Management 

• Demonstrate understanding and knowledge on the fundamental project management skills, tools and techniques to participate in any new project implementation in relations to the technical operations. 

CORE COMPETENCIES 

Aspirational  

• Proactively seek alignment in one’s role towards the organization’s purposes 
• Takes ownership of the outcomes beyond the job tasks 
• Identifies opportunities, new ideas and drives execution 
• Creates positive impact through communication strategies and techniques 
• Surpasses expectations of one’s role 

Curious 

• Takes opportunities to continually learn & develop oneself 
• Pursues new solutions to improve existing processes 
• Be open & support others in driving innovation ideas 
• Demonstrates patience and listens attentively 
• Goes beyond customer’s requirements 
• Champions a culture of integrity by role modelling appropriate behavior 

Grit 

• View challenging situations as an opportunity to create a positive outcome 
• Adapts one’s approaches when faced with challenges 
• Offer supports to others when situation gets tough 
• Drive change and flexible to adapt to changes 
• High quality work standards 

Integrity 

• Maintains required ethical & professional conducts 
• Open & transparent in sharing relevant information  
• Take responsibilities of one’s actions & mistakes 
• Protects & upholds PayNet’s reputation 

LEADERSHIP COMPETENCIES  

Demonstrates Strategic Thinking & Action 

• Develops foresight, anticipates transformational change and identifies opportunities 
• Formulates and implements strategies to realise opportunities, solve problems and maximise gain 
• Aligns organisational efforts and inspires action towards common purpose and realisation of transformational objectives 

Develops & Empowers Talent 

• Identifies talent requirements and develops talent pipeline in a structured and timely manner 
• Develops individual/team capability and capacity in line with organisational needs 
• Allocates decision-making authority and responsibilities appropriately to individuals

Acts for the Greater Good 

• Thinks and acts from a broader perspective having our vision and mission at the forefront 
• Encourages and leads stakeholders to work collaboratively and achieve outcomes for the common good 
• Acts for the greater good of the organisation over personal priorities, fears or gains. 

QUALIFICATIONS

Minimum Qualifications 

• Bachelor's Degree in Computer Science, Information Systems Technology, or Software Engineering 
• Minimum 10 years relevant experience in Information Technology with the last 5 years being in a senior manager position. 
• Relevant work experience in the Financial Services and/or Technology sectors would be an added advantage 
• Excellent leadership skills in building a high performing team and effective communication skills in both English and Bahasa Malaysia  
• Supreme attention to detail and analytical, critical thinking and problem-solving skills, self-driven and quality results oriented 
• Strategic in planning and organizing, effective interpersonal and project management skills 

Technical Qualifications 

• Stay ahead of emerging technologies and trends with broad understanding of computer systems and software standards 
• Detailed oriented and adept at anticipating user behaviour and innovative in identifying opportunities for improvement/problem-solving 
• Detailed knowledge of application functions, bug fixing, and testing protocols, Agile/Hybrid Agile, and DevOps 
• Experience with Selenium test automation, Robot Framework, Rest API, Postman, etc would be an added advantage