Key Responsibilities
Defect Workflow & Management
- Prioritize and assign defects daily during both the feature development and maturation phases
- Establish and optimize JIRA workflows for defect tracking in alignment with standard program approaches
- Monitor defect throughput, ensure proper scheduling, and escalate unresolved blockers to the Solutions Manager
Monitoring & Reporting
- Create and maintain JIRA dashboards and contribute data to the program health QA dashboard
- Provide regular metrics and insights on defect trends, bug fixing and closing velocity, and system health
- Raise alerts when defect metrics fall below targets or when bottlenecks arise
Root Cause Analysis (RCA) & Quality Assurance
- Lead root cause analysis (RCA) when program defect goals are not met
- Initiate and conduct RCA for recurring issues and support continuous quality improvement
- Escalate performance issues when KPIs are not being achieved
Collaboration & Process Improvement
- Conduct and facilitate regular defect triage meetings
- Collaborate with the Delivery QA Lead and other program counterparts to improve defect processes
- Manage defect backlogs during the maturation phase for delivery teams
Communication & Customer Alignment
- Act as the point of contact for the Error Management process with customers
- Seek and secure engineering fix version commitments to ensure accurate communication with stakeholders
- Represent your program in periodic health reviews within the delivery team
