Quality Management and Assurance
Applying quality control and quality assurance concepts, practices, tools and techniques to ensure compliance with organizational IT policies and standards.
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Describes quality control and quality assurance and its place in the organization.
- Identifies different types of quality control and their general purposes.
- Isolates and replicates defects, creating reports of the details.
- Explains the difference between testing and quality control and assurance.
QUESTIONS
- Describe a situation where your deliverables had to meet quality standards specifications.
Probing Questions
* What was the situation?
* What was your role and responsibilities at the time?
* How did you adapt your work to meet these standards?
* How did you gauge your success?
* What was the outcome?
- Describe a situation where you had to explain the difference between software testing and quality assurance,
Probing Questions
* What was the situation?
* Who was your audience?
* How did you go about explaining the difference?
* What was the outcome?
Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Assesses the suitability of internal quality control requirements for manual, automated or partly automated processes.
- Reviews and applies quality standards.
- Assists with the planning of quality assurance reviews.
- Conducts quality assurance reviews of activities within a limited scope.
- Contributes to the enhancement of organizational quality control and assurance standards and practices.
QUESTIONS
- Describe a time you were asked to review and recommend enhancements to the quality standards.
Probing Questions
* What were the standards?
* Why was a review triggered?
* How did you gather requirements?
* What enhancements did you recommend?
* What was the outcome?
- Tell me about a time you assessed the suitability of internal quality control for evaluating processes.
Probing Questions
* What was the situation?
* What was you role at the time?
* Why were you asked to evaluate the suitability of the quality control measures?
* What were your findings?
* What was the outcome?
Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Determine testing and inspection strategies based on QC best practices, standards and associated tools.
- Plans quality control without assistance.
- Conducts quality assurances and produces draft audit reports.
- Monitors and reports on corrective actions from the quality assurance and audit processes.
- Develops procedures to ensure quality control and assurance is appropriately exercised.
- Implements systematic corrective action to reduce errors and improve the quality of systems by targeting the root causes of problems with the product and the development process.
- Applies IT quality standards based on customer requirements and organizational tolerances.
QUESTIONS
- Describe a time where you conducted a quality assurance audit based on established standards.
Probing Questions
* What was the situation?
* Why was the audit initiated?
* How did you go about gathering the information and conducting your audit?
* What were your findings?
* What was the outcome?
- Describe a situation where you had to monitor required corrective actions as the result of a quality control audit?
Probing Questions
* What was your role and responsibilities at the time?
* What was the extent of the required corrective actions?
* How did you monitor for review and compliance?
* What was the outcome?
Level 4 Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Conduct audits of quality requirements, and analyses audit results.
- Manages the quality assurance team and its development.
- Reviews and approves formal quality audit reports.
- Facilitates improvements to quality processes by changing approaches and practices and establishing priorities.
- Facilitates compliance with national and international standards, as appropriate.
- Performs end-user requirement research to improve quality assurance processes.
QUESTIONS
- Describe a large-scale process or tool you championed to improve the quality of IT systems, products or services within the organization.
Probing Questions
* What was the change you recommended?
* What issues did the change resolve?
* How large was the process?
* What issues did you face in trying to implement the change?
* What were the results of the new change?
- Describe a situation where you conducted end-user research to help improve product or process quality.
Probing Questions
* What was the situation?
* What was your role at the time?
* How did you go about conducting your research?
* What were your recommendations following this research?
* What was the outcome?
Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Determines the quality strategy in support of business strategies and objectives for approval and adoption by management.
- Monitors the internal quality review processes and schedules.
- Supports the quality control and assurance system by providing adequate technology, procedures and resources.
- Sets quality standards on behalf of the organization by applying knowledge of local, national, and international quality standards.
- Provides mentorship and leadership to peers on complex quality control issues.
QUESTIONS
- Describe a situation where you had to develop and recommend quality standards to support business strategies and objectives.
Probing Questions
* What was the situation?
* What business strategy did you have to support?
* How did you develop the quality standards to support this business initiative?
* How did you present your findings to senior management?
* What was the end result?
- Tell me about a time in which you were required to provide mentorship and leadership to peers on complex quality control issues
Probing Questions
* What was the situation?
* Who was involved?
* What challenges did you face?
* How did you help assist your peers?
* What was the outcome?