Trending Vacancies at Parvana

What you will be doing:

• Continuous improvement for the group's global QA strategy and roadmap to counter rapid growth, business objectives, with a focus on integrating quality into all stages of the software development lifecycle.
• Establish and monitor quality metrics (KPIs) to track QA effectiveness, driving continuous improvement and ensuring adherence to industry best practices.
• Lead the design and implementation of advanced test automation frameworks to enhance testing efficiency and coverage.
• Collaborate with cross-functional teams to address risks and quality-related issues, while working closely with clients to ensure their expectations are met in the final product.
• Proactively identify and resolve potential quality issues to ensure client satisfaction and deliver a seamless user experience.
• Provide strategic leadership to your team of highly qualified and accomplished employees - setting clear goals, offering mentorship, and developing their skills in QA principles and tools.

What you need:

• A relevant tertiary degree would be beneficial.
• 5 + years of experience in software quality assurance, with a strong background in complex SDLC projects
• Deep test automation knowledge using top industry tools and frameworks, with a focus on scalability and maintainability.
• In-depth technical knowledge of software testing methodologies, techniques, and best practices.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving quality-related issues.
• Excellent leadership and communication skills, effectively collaborating with and influencing stakeholders across all levels of the organisation.

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What you will be doing:

• Develop and implement a 24/5 customer support strategy that aligns with company goals and ensures a high level of service for our customers.
• Identify opportunities for process improvements and technology enhancements to streamline resolutions, boosting both customer satisfaction and team efficiency.
• Create metrics, dashboards, and reports to provide clear visibility into support processes, promoting accountability across the organisation.
• Build tools and processes that empower cross-functional teams, including executives, to stay aligned and accountable in delivering customer success.
• Design a support team structure that encourages growth, development, and success for every team member.
• Recruit, train, and mentor a high-performing, customer-focused support team.
• Cultivate a culture of customer obsession, setting clear goals and providing regular coaching to drive performance and satisfaction.
• Foster strong cross-functional relationships to ensure customer needs are met, and contribute to RFP processes and customer agreement reviews as needed.

What you will need:

• A relevant tertiary qualification would be beneficial.
• 8 - 10 years of senior-level management experience in service support, leading customer support teams for global enterprise organisations with direct customer interaction.
• Excellent written and verbal communication skills, including strengths in motivation, persuasion, and documentation.
• Proven ability to effectively plan and prioritise business goals and objectives in fast-growing or rapidly changing environments.
• Strong analytical skills to translate quantitative and qualitative data into actionable strategies, with extensive experience developing and implementing new processes.
• In-depth knowledge of Zendesk or similar SaaS customer support platforms, as well as experience in resource planning tools and procedures.
• Familiarity with global or decentralised support matrices and experience deploying help centres to enhance customer support operations.