Managing an Outsourced Team: Things a Head of QA Should Know
A Head of QA, being in charge of the software testing activities, is the main point of contact with an outsourced QA company. And while managing an in-house team is experience familiar to many, working with overseas specialists can seem quite a challenge. If you are to face this challenge soon, we’ll try to help you by sharing some insights from the world of outsourcing 😉
Will Outsourcing Influence Your Area of Responsibility?
As a rule, tech companies consider QA outsource when they lack in-house resources or expertise. Some hire a small outsourced software testing team for a particular project. The others look for more people to increase the testing resources. And some decide to complement an existing team with a specific software testing solution – mobile QA, automation testing services, or something else.
In all cases, the Head of QA (or QA Lead, QA Manager) sets the ground rules for the quality assurance processes. You decide what test case management software, tools, and technologies will work best for the project. You are to define the number of people your team needs, as well as their roles and responsibilities. That goes for both in-house and outsourced QA specialists.
The only thing that changes is the number of people in your team. The responsibilities, however, remain the same.
What’s the Same and What’s Different in Managing an Outsourced Specialist?
In general, managing an in-house and an outsourced specialist is pretty much the same. Firstly, you will have the same requirements for the candidacies. In particular, you need to pay attention to:
- the projects a QA engineer worked with;;
- their knowledge of testing methods and practices;
- proficiency in documentation writing;
- and a list of tools a person can use.
Secondly, daily management rests on the same principles you use with an in-house team – among the others:
- establishing processes with clear goals and milestones;
- providing access to the essential project information;
- transparency in communication;
- encouraging proactivity and self-sufficiency;
- trust instead of micromanagement.
What about the differences? With an outsourced software tester on your team, you undertake only a part of management responsibilities. Remember that you work with a QA specialist AND with a company that manages them locally.
On the one hand, it makes your life easier. A partnering software testing company is in charge of a QA specialist’s professional development and wellbeing. On the other hand, there is an extra person to participate in the finalization and approval of some decisions. If you need a software tester to work overtime or sign a new document, you are to negotiate it with a Customer Care representative.
Step by Step Guide to Managing an Outsourced QA Team
1. Choose an outsource partner wisely.
If you are the one to do research on QA companies, learn as much as possible about every option you are considering. Study the official websites to learn if companies provide software testing solutions you need. Use review platforms like Clutch, Gartner, and G2 to check client feedback.
When you have a shortlist of candidates, reach out to talk over the details. You can request a call to discuss the company’s expertise and processes, learn more about the QA services solutions they offer and the technologies they use. It is okay to request an estimation for the project and a specialist’s CV from a quality assurance & testing company. Also, you can have an online interview with a potential candidate.
Remember that only some companies are ready to sign all the agreements and start working immediately. In most cases, you will need to discuss the availability of resources and wait until a software tester finishes the work on their current project. Long story short, it’s better to start looking for software testers beforehand.
2. Rely on your remote management skills.
There is one less thing for you to worry about. Managing a person who isn’t physically present at your office isn’t bizarre anymore. And we don’t need to teach you how remote management works. Effective approaches and best practices remain the same regardless of the location.
3. Make onboarding smooth.
Outsourcing QA companies are known for their adjustability. You can ease the process with a warm welcome for a new team member. We aren’t talking online parties or special treatment. Introduce a software tester to the rest of the project team. Share the accesses to test management software, communication tools, and other systems. Explain the process and provide project requirements. Treat this person as a full-fledged member of your team.
4. Keep your communication skills sharp.
Managers are mostly concerned about language barriers. However, software testers in offshore QA companies have good enough English to communicate with the rest of the team and provide insightful reports.
What’s more important, make sure everyone is on the same page. Check if all team members understand the basic concepts the same way. Establish and explain the working processes. Set milestones to track the progress. As for the cooperation in different time zones, discuss the channels of communication, the frequency of reporting, and the hours when a QA specialist will be available online.
5. Supervise, but don’t micromanage.
Micromanagement may be a consequence of trust issues or FOMO. Either way, it makes more sense to establish relevant metrics and regular reporting instead of over-supervising.
Micromanagement slows down progress. Besides, overseeing the details doesn’t make a manager’s role more meaningful. It only leaves less time for dealing with your own tasks. If you are working on Agile, you know how the latter works. Daily or weekly calls will be much more efficient than helicopter managing.
As for the metrics, try to keep realistic expectations. As a QA Lead, you know that the best way to estimate the work of a software tester is to look at the number of critical bugs in production. Still, feel free to set more metrics if they help you track the work progress.
So trust issues aside, a new software tester is a full-fledged member of your team now. They share your goals and bear responsibility for the quality of your software. Therefore, encourage proactivity and let the person showcase their skills.
Common Fears & Pitfalls in Outsourced Team Management
What about the pain points? There are some common fears and challenges a Head of QA can face when they start working with an outsourcing specialist. The good news is that solving these issues isn’t complicated at all.
- Lack of trust for the service provider. Choose a software testing company carefully, and you won’t have to worry about something like this. Treat a new team member just like you would treat an in-house specialist. Besides, they will guarantee the privacy and sign the corresponding documents.
- Communication issues. This one can include a wide range of fears – from the language/cultural barrier to using a bit different terminology and configurations in test case management software. To prevent any misunderstandings, talk over the details and let a person know they can reach out to you when they need to clarify anything.
- Lack of control over the process. Review and revise the current processes to make sure they are efficient and suitable at this point. Select team members meticulously. A relevant skillset with a good sense of responsibility will guarantee that you won’t need to micromanage.
- Unfulfilled expectations. Finally, remain reasonable. It is not about keeping low expectations but about estimating the outcome objectively. Share your expectations at the beginning of the work or maybe even before you start the cooperation. The QA company will let you know if they can guarantee those results and whether they are feasible at all.
To Sum Up
Being a Quality Assurance Manager requires one to think strategically and see the bigger picture. You don’t need to write test cases and closely work with software anymore. But you work closely with people, and that may be challenging.
If you decide to involve outsourced QA resources at some point, don’t get fixated on the stereotypes and prejudices you might have heard. Managing a remote overseas team isn’t as difficult as it may sound at first. You’re already leading a QA team – that’s half of the work. The rest is choosing a reliable QA partner who can deliver the expected level of services.