The Importance of Quality Assurance Leadership: A Personal Perspective

Over the past 30 years in the IT world, I’ve seen firsthand how quality assurance (QA) can make or break a company’s success—and how the right leadership can turn it into a superpower. As I wrap up my latest contract, and look toward my next chapter, I’ve been reflecting on what I’ve learned about leading QA teams. Today, I want to share some personal insights on why QA leadership matters, drawn from my journey at places like Medica, Xcel Energy, and beyond.

Let’s be real: QA isn’t just about catching bugs before a release. It’s about building a culture where quality is everyone’s job, and that starts with leadership. Back at Medica, where I served as Director of Quality Strategy, I saw how my focus on empowering teams and setting clear goals transformed our process. We cut testing time by 75% and saved $5.3M over two years by leaning into automation and offshore resources. But none of that would’ve happened without strong leadership to guide the ship.

Why QA Leadership Makes the Difference

For me, the biggest lesson has been this: leadership sets the tone. When I started at Medica, we had a 12-week testing cycle that felt like a marathon with no finish line. By fostering open communication and involving my team in decision-making, we shrank that to 2 weeks. It wasn’t just about tools or tech—it was about creating a space where people felt ownership. I’ve carried that approach everywhere, from Xcel Energy’s Smart Grid rollout to UCare’s customer service systems, and it’s paid off every time.

Good QA leadership also means aligning quality with the bigger picture. At Securian and CareFirst recently, I worked with executives to build roadmaps that tied QA improvements to overall IT strategy. When leadership understands how quality drives customer satisfaction and cost savings, it’s easier to get buy-in. I’ve seen firsthand how a risk-based approach—something I pioneered there—cut critical defects by 30%. That’s not just a number; it’s peace of mind for the whole organization.

Building a Quality-Driven Team

One thing I’ve always believed is that you can’t lead QA from the top down alone. During my time at Medica, managing a team of 140 specialists, I made sure to celebrate wins and offer growth opportunities, like cross-functional projects. It built a sense of community, and we hit 99.5% defect identification accuracy for our customer service and healthcare systems. Leadership isn’t about dictating—it’s about inspiring. When I led 30 consultants at LogiSolve for Wells Fargo, I focused on collaboration across 35 teams, and it resulted in seamless delivery across hundreds of applications.

Training’s another big piece. I’ve always pushed for it because a team that knows its tools is a team that delivers. At Medica, introducing KPIs and standardizing protocols laid the groundwork for that 40% efficiency gain we saw with Mayo Clinic integrations. As a leader, you’re not just managing tasks; you’re growing talent.

The Ripple Effect of Leadership

Here’s what keeps me passionate about this: the ripple effect. When QA leadership is strong, it doesn’t just improve software—it transforms how a company operates. At Medica, our Scaled Agile shift wasn’t just about faster releases; it changed how IT and business teams worked together. That $5.3M savings? It came from rethinking how we delivered, not just how we tested. Now, as I explore full-time roles, I see how my experience could help shape delivery strategies there too.

Leadership in QA also means staying ahead. With trends like AI integration and continuous delivery, I’ve been adapting my approach, drawing from projects like the State of Quality Assessment I developed. It’s a tool I’m proud of, and it’s shown me how leadership can turn data into action.

My Takeaway for You

If there’s one thing I’ve learned, it’s that QA leadership isn’t optional—it’s the backbone of trust and efficiency. Whether you’re in healthcare dealing with HIPAA, finance managing integrations, or utilities ensuring reliability, having a leader who prioritizes quality sets you up to win. For me, it’s been about building relationships, driving results, and never stopping the push for better. As I look ahead, I’m excited to bring this mindset to a new team.

If you’re in IT leadership or know someone who is, I’d love to chat about how my experience can add value.

Drop me a line at chadfetter@gmail.com or 612-961-5250. Let’s keep the conversation going! Thanks for reading,

Chad

Chad Fetter - QA Leader