QA Lead

Overview

With more than 45,000 employees and partners worldwide, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to accelerate business value through differentiated customer experiences, leveraging Microsoft’s products and services. We ensure consistent excellence in every interaction – in-product, digital, or human-centered. CE&S manages all company-wide services, including consulting, customer success, and support across Microsoft’s solution portfolio. Join us to accelerate AI transformation for customers globally.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence by delivering seamless support experiences, powered by Microsoft’s AI technology. We help consumers, businesses, and partners resolve issues quickly, securely, and proactively, maximizing their Microsoft investment.

We are seeking a skilled QA Lead responsible for designing, implementing, and managing the Quality Assurance framework for the organization. This role ensures products, services, and 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.

This role offers flexibility, allowing you to work up to 50% from home.

Microsoft's mission is to empower every person and every organization to achieve more. We foster a culture of inclusion, respect, integrity, and accountability, driven by a growth mindset and collaborative spirit.

Quality Assurance Program

The Quality Assurance (QA) Program is a structured framework designed to drive accountability, provide visibility, and sharpen skills across service delivery. It ensures every interaction meets documented standards and delivers consistent, high-quality outcomes for customers across all delivery partners. QA audits systematically check service design and execution, validating clear, complete, and accurately followed processes. This program helps identify gaps, streamline workflows, mitigate security/privacy risks, and improve customer satisfaction and operational efficiency.

Responsibilities

As a QA Lead, your responsibilities will include:

• Quality Assurance Program Measurement, Framework, & Standards
  • 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.
• Operational Oversight
  • Manage QA capacity planning and efficiency models.
  • Oversee run management and stabilize QA operations for critical services.
• Deploy & Train
  • 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.
• Run Management & Continuous Improvement
  • 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.
• Collaboration & Governance
  • 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.
• Calibration & Consistency
  • Conduct calibration sessions with Delivery Partners and Quality Partners.
  • Recommend QA parameter changes to ensure feasibility of fair, accurate, and consistent audit assessments.
• Insights & Reporting
  • Consolidate audit findings into actionable business insights.
  • Prepare dashboards and metrics for leadership reviews and discussions.
  • Report-out on Operational and Business MBRs.
• Collaboration & Enablement
  • Liaise between QA teams, delivery teams, and leadership.
  • Support training and onboarding for new QA motions.

Qualifications

Required Qualifications:

• 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.
• Ability to develop training resources and operational documentation for QA processes.
• Ability to 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. These include passing the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer, committed to diversity and inclusion. We provide accommodations for religious practices and disabilities during the application process.

Key skills/competency

• Quality Assurance Framework
• Process Improvement
• Performance Monitoring
• KPI Definition & Management
• Training & Development
• Operational Efficiency
• Data Analysis
• Governance & Compliance
• Cross-functional Collaboration
• Audit Management