BMO · 5 months ago
Quality Assurance Senior Manager - Contact Center
United States
Full-time
Remote
Senior Level
$95K/yr - $176K/yr
6+ years expBMO is a financial organization committed to creating positive change for customers and communities. The Quality Assurance Senior Manager will ensure the quality of technology products, working with various teams throughout the development lifecycle, and will lead the development and implementation of testing strategies to enhance overall product quality.
BankingCrowdfundingFinanceFinancial Services
Responsibilities
Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do
Ensures alignment between values and behaviour that fosters diversity and inclusion
Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through
Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders
Attracts, retains, and enables the career development of top talent
Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance
Provides strategic input into business decisions as a trusted advisor
Provides guidance on reviewing, evaluating and driving requirements for testability to ensure review processes are adhered to
Recommends and implements solutions based on analysis of issues and implications for the business
Identifies emerging issues and trends to inform decision-making
Leads initiatives. Able to coordinate resources and manage problems to resolution when necessary
Conducts independent analysis and assessment to resolve strategic issues
Acts as the prime subject matter expert for internal/external stakeholders
Monitors and tracks performance, and addresses any issues
Breaks down strategic problems, and analyses data and information to provide insights and recommendations
Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution
Manages and leads the development and implementation of complete test strategies
Designs and supports the implementation of best-in-class testing strategies for complex solutions, across multiple platforms and businesses/groups
Performs analysis of test results and prepares comprehensive subsystem and/or system level evaluation reports which verify and validate system performance
Creates discrepancy reports and performs integration regression testing to verify/validate incorporated fixes to software, components, subsystems and systems
Reviews, evaluates, and derives requirements for testability
Designs, develops, executes, and maintains testing strategies and plans to ensure stability and efficiency, enabling a seamless customer experience
Executes and verifies test cases as part of the overall functional testing of Information Technology products as well as reporting defects and test results to the stakeholders
Recommends approaches to streamline and integrate technological processes and systems in the organization to improve overall efficiency and improve the bank
Ensures the accuracy and consistency of test results through documentation processes. Follows BMO’s SDLC process
Communicates the overall quality of a deliverable and ensures metrics are used to drive delivery and identify any areas of concern
Participates in programs/projects across the enterprise
Participates as an active stakeholder in every initiative, driving quality based on fact-based metrics
Ensures development teams’ unit testing practices are in place and confirms core criteria met prior to integrated testing delivery
Proactively provides improvement opportunities to the team to enhance the customer experience
Drives the testing automation capabilities
Identifies opportunities to strengthen the quality assurance capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks
Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning
Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders
Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine
Implements changes in response to shifting trends
Broader work or accountabilities may be assigned as needed
Qualification
Required
6 to 10 years of experience in Telecom/Contact Centre
6+ years of experience in a QA management role
Experience in Automation for Contact Centre Testing
Experience with Cyara automation testing
Experience in a multi-channel contact centre environment
Strong understanding of Contact Centre technologies and applications
Experience with Amazon Connect is an asset
Knowledge of the SDLC, testing concepts, methodologies, metrics, automated testing frameworks and BMO documentation standards
Understanding of BMO applications and infrastructure components
Problem solving skills including the ability to troubleshoot and identify problem areas throughout testing
Collaborate well with others. Ability to translate technical concepts into easy to understand terms
Able to analyze data and use testing metrics to highlight improvement opportunities
Seasoned professional with a combination of education, experience and industry knowledge
Verbal & written communication skills - In-depth / Expert
Analytical and problem solving skills - In-depth / Expert
Influence skills - In-depth / Expert
Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert
Able to manage ambiguity
Data driven decision making - In-depth / Expert
Benefits
Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
Company
BMO
We’re a bank, but there’s more to it than that. When you join BMO, it opens a world of opportunities.
10001+ employees
H1B Sponsorship
BMO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (2)
2023 (6)
2022 (4)
2021 (2)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$7.54B2025-10-23Post Ipo Debt· $142.91M
2025-02-26Post Ipo Debt· $871.76M
2024-07-09Post Ipo Debt· $750M
Leadership Team
David Casper
U.S. Chief Executive Officer
Azam Dawood
Head Of Sourcing
Recent News
MarketScreener
2026-01-06
2025-12-24
2025-12-18
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