Test Manager -CRM

About QualityKiosk TechnologiesQualityKiosk Technologies is a globally recognized leader in Quality Engineering and Digital Transformation, ranked among the world's largest independent QE firms. With a workforce of 4,000+ professionals, we partner with 300+ global enterprises across 25+ countries, delivering mission-critical quality solutions across Banking, Financial Services, Insurance, Telecom, Retail, E-commerce, Automotive, and Government sectors. Trusted by leading organizations worldwide, QualityKiosk drives large-scale digital transformation programs with a sharp focus on AI-led quality engineering, automation, customer experience, and resilience.Test Manager – CRMExperience: 12+ Years

Location: Navi Mumbai / DubaiDomain: BankingRole Overview We are seeking an experienced Test Manager – CRM with strong expertise in CRM Testing, Customer Lifecycle Management, Business Process Validation, Integration Testing, UAT Management, Defect Management, Test Governance, and Stakeholder Management.The ideal candidate will have extensive experience managing end-to-end testing engagements across CRM platforms, ensuring superior quality delivery, driving testing transformations, leading distributed teams, and collaborating with business and technology stakeholders to achieve successful project outcomes.This role requires ownership of test strategy, planning, execution governance, resource management, defect management, quality assurance, reporting, stakeholder coordination, and release sign-off while managing onsite and offshore testing teams.Ideal Candidate Profile A seasoned Test Manager with 12+ years of experience in Quality Assurance and Testing, including significant experience leading CRM implementation, enhancement, migration, and transformation programs.The candidate should possess strong expertise in test management, CRM business processes, stakeholder management, testing governance, risk management, quality assurance, and delivery leadership across complex enterprise environments.Key ResponsibilitiesEnd-to-End Test Management & DeliveryLead end-to-end testing activities for CRM implementation and enhancement programs.Own overall testing quality, governance, planning, execution, reporting, and release sign-off.Create and maintain comprehensive Test Strategies, Test Plans, Testing Roadmaps, and Estimation Models.Define resource requirements and manage team allocation efficiently.Ensure complete coverage of business requirements, integrations, workflows, and technical validations.Drive testing governance, quality gates, release readiness reviews, and production sign-offs.Lead testing improvement initiatives to enhance quality, efficiency, and delivery maturity.CRM Functional TestingLead testing activities acrossCRM modules including:Customer ManagementCustomer OnboardingCustomer Profile ManagementCustomer Lifecycle ManagementLead Creation & QualificationKYC ValidationAccount Relationship ManagementCustomer SegmentationCustomer Data UpdatesSales & Opportunity ManagementLead ManagementOpportunity ManagementQuote ManagementSales Process ValidationCustomer Interaction TrackingSales Workflow ValidationCase & Service ManagementService Request ManagementComplaint ManagementCase Assignment & RoutingEscalation ManagementSLA ValidationResolution Workflow ValidationCampaign & MarketingCampaign ManagementLead GenerationTarget Customer SegmentationCampaign TrackingResponse ManagementCustomer Communication ValidationWorkflow & Business RulesWorkflow AutomationApproval WorkflowsNotifications & AlertsBusiness Rule ValidationUser Access ControlsData Validation RulesIntegration Testing & End-to-End ValidationLead testing across CRM integrations and connected systems.Validate CRM integrations with Core Banking, Digital Channels, Payment Systems, Middleware, and Third-Party Applications.Execute API and Interface Testing activities.Validate upstream and downstream data flows.Coordinate testing across multiple technology teams and vendors.Ensure seamless end-to-end customer journeys across integrated ecosystems.Support data migration and reconciliation testing activities.Test Execution & Quality AssuranceCreate Test Design and Execution Plans.Review requirements, BRDs, Functional Specifications, User Stories, and Change Requests.Oversee test case design, execution management, and defect tracking activities.Ensure successful execution of SIT, UAT, Regression, Integration, and End-to-End Testing.Maintain requirement-to-test-case traceability.Monitor testing progress against schedules and milestones.Review and approve testing deliverables.Ensure adherence to defined test processes and standards.Defect & Risk ManagementLead daily defect discussions and triage meetings.Manage end-to-end defect lifecycle.Track defect trends, leakage, and quality indicators.Ensure timely resolution of critical and high-priority defects.Identify project risks, dependencies, bottlenecks, and mitigation plans.Escalate issues proactively and drive closure.Support Root Cause Analysis (RCA) and implementation of preventive actions.Governance, Compliance & ReportingEnsure compliance with client and organizational quality processes.Consolidate and report project metrics and KPIs.Create dashboards, governance reports, executive summaries, and status reports.Maintain project documentation and knowledge repositories.Monitor project health, risks, testing progress, and quality indicators.Support audits, reviews, and assessment activities.Ensure adherence to overall quality governance frameworks.Stakeholder ManagementAct as the primary testing contact for client stakeholders.Interact with client teams regarding project risks, concerns, issues, and resolutions.Coordinate with Business Users, Product Owners, Development Teams, Architects, Program Managers, and Vendors.Provide regular project status updates to Delivery Managers and Program Managers.Support management decision-making through quality insights and reporting.Team LeadershipManage onsite and offshore testing teams.Assign tasks and manage team workload efficiently.Monitor progress and delivery against milestones.Provide clarifications, guidance, and support to team members.Mentor Test Leads, QA Engineers, and Test Analysts.Foster accountability, ownership, collaboration, and quality excellence.Required SkillsExperience12+ years of overall Testing experience.Proven experience managing CRM testing programs.Experience handling large enterprise testing engagements.Demonstrated expertise in Test Management and Quality Assurance.Experience managing distributed onsite-offshore teams.CRM Domain ExpertiseStrong hands-on experience in:CRM PlatformsCustomer Lifecycle ManagementLead ManagementOpportunity ManagementService ManagementCampaign ManagementWorkflow AutomationCustomer Relationship Management ProcessesCustomer Data ManagementBusiness Process ValidationTest Management ExpertiseTest Strategy DevelopmentTest Planning & EstimationResource Planning & AllocationTest Design & Execution ManagementSIT ManagementUAT ManagementRegression TestingIntegration TestingEnd-to-End TestingDefect ManagementRisk ManagementQuality GovernanceRelease Readiness & Sign-OffTechnical SkillsCRM PlatformsAPI TestingSQLJIRATest Management ToolsDefect Tracking ToolsAgile MethodologiesScrum FrameworkSDLCSTLCQuality Governance & ReportingExperience in:Test Metrics & KPI ReportingDefect Trend AnalysisRoot Cause Analysis (RCA)Quality ReviewsRisk Assessment & MitigationExecutive ReportingGovernance FrameworksRelease Readiness ReportingManagement DashboardsPreferred SkillsBanking CRM Implementation ProjectsDigital Banking ProgramsCustomer Experience Transformation InitiativesCRM Migration ProgramsCRM Upgrade TestingEnterprise Application Integration TestingExperience managing geographically distributed teamsStrong stakeholder and governance management experienceSoft SkillsExcellent communication and presentation skills.Strong stakeholder management and relationship-building capabilities.Proven leadership and people management skills.Strong analytical and problem-solving abilities.High level of ownership and accountability.Ability to influence business and technology stakeholders.Strong governance, reporting, and coordination capabilities.Ability to manage multiple priorities within complex programs.Key Success MetricsOn-time delivery of testing milestones and releases.Minimal defect leakage into production.High stakeholder satisfaction and delivery confidence.Compliance with governance, audit, and quality standards.Effective management of risks, defects, and release readiness activities.Successful delivery of CRM transformation initiatives.Improved testing efficiency and quality outcomes.Strong alignment between business requirements and delivered functionality.Asif Parkar – TA Leader, Global Banking IT Hiring (+91-8928640614 -Whatsapp)Kevin Rodricks - AVP, Global Banking IT Hiring (+91 9833926287)