The Senior Manager, QA – Operations will establish and lead the global Quality Assurance program for SupportOps Production Operations, ensuring that every deliverable in our service catalog is rigorously reviewed before release.

This is not Development QA — we QA outputs, not code. The ideal candidate has proven success in fast-paced, SLA-driven environments where quality must be achieved without slowing down delivery. They will design and enforce SOPs, governance frameworks, and QA playbooks while leading a small but distributed QA team across Asia, EMEA, and North America.

This is a hybrid role: part leader, part practitioner. The Senior Manager must be able to manage people and processes, but also personally review outputs, validate data workflows, and embed QA directly into workflows when needed. They will champion a QA-first culture, making quality a non-negotiable gate for every deliverable leaving Production Operations.

Day-to-day responsibilities:

Build and Lead the QA Function:

• Establish a comprehensive QA framework covering all Production Operations service catalog items — from routine data processes to ad-hoc client solutions.

• Draft, maintain, and enforce SOPs, QA checklists, and governance standards across all service lines.

• Embed QA checkpoints into Monday workflows to ensure every deliverable is reviewed before release.

• Build and manage a global QA support model with coverage across Asia, EMEA, and North America.

Operational QA Execution

• Validate all deliverables for accuracy, completeness, and integrity, including (but not limited to):

  • Client file intake and imports.

  • Data parsing, cleansing, and deduplication.

  • Reports, dashboards, and other client deliverables.

  • Bulk communications and notifications.

  • Client data collection platforms and lightweight business-deployed tools.

• Ensure any non-standard or innovative deliverables created by Production Operations also have QA protocols in place.

• Personally review high-priority deliverables and provide QA sign-off before client-facing release.

Team Management & Collaboration

• Lead, mentor, and develop a small but globally distributed QA team.
• Define clear SLAs, QA metrics, and accountability measures for the team.
• Partner with Data Analysis, Data Engineering, Platform Engineering, and Service Delivery to embed QA seamlessly into their workflows.
• Influence cross-functional teams to adopt a QA-first culture.

Continuous Improvement & Governance

• Regularly report QA performance, error trends, and areas for improvement to leadership.

• Conduct root cause analysis and implement preventative measures to minimize recurring issues.

• Introduce automation, sampling, and audit techniques to scale QA effectively in a high-volume, fast-turnaround environment.

Location & Schedule

• This is a U.S.-based role with core working hours of 9:00 AM – 6:00 PM EST (or 10:00 AM – 7:00 PM EST).

• As a manager, the expectation is to be “always on” for leadership responsibilities and escalations.

• Responsible for designing and managing QA coverage across a global team, ensuring seamless support from Hong Kong through the close of U.S. business hours (7:00 PM EST)

Essential traits:

• 7+ years of QA experience, with at least 3+ years in a managerial leadership role.
• Proven success managing QA in fast-paced, SLA-driven production or service-delivery environments.
• Demonstrated experience authoring and enforcing SOPs, QA frameworks, and governance models.
• Strong track record of leading small, distributed teams while also being hands-on with QA execution.
• Experience in data-focused QA (imports/exports, cleansing, deduplication, reporting).
• Proficiency with SQL, Excel, ETL workflows, and QA/ticketing tools (e.g., Monday.com, Jira, ServiceNow).
• Strong organizational, communication, and leadership skills with the ability to influence across functions.

About Kroll

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.

Kroll is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

In order to be considered for a position, you must formally apply via careers.kroll.com.

Salary range for this role is $140,000 - $170,000 USD

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