Experience with Quality programs including but not limited to:
o Set up process
o Form Creation build and coaching and quality plan builds
o Defining quality processes around full details including customer interaction (call, email, sms), screen process and speech analytics
o Reporting and insight delivery
Design, implement and execute test cases for the new quality system
Identify and record issues/ bugs in new set up and work with the appropriate teams to correct timely.
Assess and quantify the business and technical risks on an ongoing basis and effectively communication to drive the needed results.
Currently moving from Verint to "Nice in contact" - plus if they have this experience
Financial/Banking industry is a nice to have
Job Description:
Strong Analytical Skills
Set up process
Form Creation build and coaching and quality plan builds
Defining quality processes around full details including customer interaction (call, email, sms), screen process and speech analytics
Reporting and insight delivery
Design, implement and execute test cases for the new quality system
Identify and record issues/ bugs in new set up and work with the appropriate teams to correct timely.
Assess and quantify the business and technical risks on an ongoing basis and effectively communication to drive the needed results.
GENERAL DUTIES AND RESPONSIBILITIES:
Establishes and implements quality assurance and compliance processes for IT.
Works closely with IT leaders to develop/implement and overall quality maturity roadmap and plan for each IT functional area.
Consults with development, testing, and production teams to develop, publish, and implement software quality assurance plans.
Reviews progress toward the software quality assurance plans regularly with IT leadership, technical teams, and internal customers to make modifications as necessary.
Establishes internal IT service quality control standards, policies, and procedures.
Monitors, evaluates, manages, and executes audit processes to ensure compliance.
Coordinates and facilitates quality assurance activities across projects with project managers.
Provides guidance and subject matter expertise to IT teams on quality assurance methodologies and processes, educates them on their responsibilities/accountabilities for the purpose of achieving on-time and quality deliverables.
Makes recommendations and directs improvements to the software development lifecycle process.
Documents non-compliance to policies, processes, and standards and assists in their resolution.
Analyzes and identifies trends in IT performance metrics.
Designs, monitors, and analyzes performance metrics program for quality improvement initiatives.
Conducts audits and analyzes findings to develop appropriate corrective action recommendations.
Provides training on established processes and policies.
Performs other related duties as required.
REQUIREMENTS:
A Bachelor's or Master's degree in Computer Science, Information Systems, Business Administration, or other related discipline is required; or equivalent combination of education and experience that is required for the specific job level.
