Senior Quality Lead - Testing Contact Center

Location:

Job Summary

The Senior Quality Lead coordinates all planning, execution, and recap functions involved in testing and injecting quality safeguards into the development and deployment of software applications across one or more strategic programs. Leads other QA professionals and fosters collaboration and cooperation with the broader project team to deliver a high-quality product.

Essential Functions

• Leads the QA team for large transformational projects and may oversee multiple quality leads.

• Accountable for all activities conducted to ensure quality across assigned programs.

• Oversees quality throughout all phases of the project, including requirement review, test script preparation, test execution, and recap.

• Identifies gaps and confusion in the user interface, workflow, or requirements and communicates risks related to technical debt, schedule slippage, or other concerns to the project team.

• Schedules QA resources and estimates the QA portion of project timelines and forecasts.

• Manages testing needs with Shared Services and oversees PLC checkpoints.

• Calculates and manages traceability and test coverage metrics.

• Assists with test result triage and reports on overall application and project health.

• Intercedes with remediation efforts when appropriate to maintain quality standards.

• Creates a collaborative partnership with the Tech Lead, Project Manager, Business Analysts, and other project participants.

• Actively engages in grooming sessions, status meetings, and other project-related discussions.

• Highly valued as a thought leader contributing to the final product.

• Manages human capital for assigned efforts, including mentoring, performance oversight, and task delegation.

• Leads the testing communication plan and drives planning, execution, and reporting with team members.

• Liaises with key stakeholders to ensure alignment on quality goals and deliverables.

• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice

• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education

• Bachelor's Degree in a related field such as computer science, information systems, or engineering or equivalent experience (preferred)

Work Experience

• 5+ years of experience in software quality assurance, testing, or related roles (required)

• Experience leading QA efforts for large-scale or transformational initiatives (required)

• Familiarity with strategic planning, stakeholder engagement, and cross-functional leadership (preferred)

Skills

• Ability to lead QA efforts across strategic programs and ensure alignment with business and technical goals

• Skilled in estimating QA effort, scheduling resources, and managing testing milestones across multiple projects

• Proficient in triaging test results and coordinating remediation efforts with development teams

• Strong communication and collaboration skills to work with senior leaders, cross-functional teams, and key stakeholders

• Experienced in calculating and managing metrics to ensure thorough test coverage and requirement traceability

• Capable of managing PLC checkpoints, Shared Services coordination, and quality governance

• Ability to manage human capital, delegate tasks, and mentor QA staff across multiple efforts

• Familiarity with enterprise-level test management and defect tracking tools such as JIRA, TestRail, Zephyr, and Azure DevOps

• Strong problem-solving skills to assess risks, identify quality gaps, and influence product decisions

• Recognized for contributing strategic insights and quality-focused recommendations that shape the final product

• Skilled in designing and implementing scalable automation frameworks using tools like Selenium and UFT

• Deep understanding of testing methodologies across functional, regression, and performance domains

• Ability to understand and optimize complex systems and their interdependencies

• Ensures QA practices align with enterprise security standards and compliance requirements

• Understands development lifecycles and integrates quality assurance into software delivery processes

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location Category

• Hybrid (2+ days)

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. If located near a KeyBank location, the position in the future may work partially from a Key facility. If not located near a Key facility, team will consider remote workers.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $80,000.00 - $150,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here ( for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 03/02/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].

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KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.