Software QA Analyst

3 weeks ago


Norcross, United States USAN Full time
Job DescriptionJob DescriptionSalary:

Overview

USAN is a revolutionary contact center solutions provider, a respected community leader, and an all-around great place to work. We promote work-life effectiveness for all employees by creating a supportive, flexible, and collaborative work environment. We have a high-performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family. 

USAN is seeking a dedicated and driven individual to join our team as a Software QA Analyst. As a Software QA Analyst specializing in Interactive Voice Response (IVR) Testing, you will play a crucial role in ensuring the high-quality performance of our IVR applications. Your responsibilities will include manual testing of IVR applications, call flow analysis, and continuous improvement of the IVR experience. If you are a detail-oriented, analytical thinker who is passionate about delivering top-notch customer interactions, we encourage you to apply.


Duties 

  • Conduct end-to-end manual testing of IVR applications to ensure functionality, reliability, and quality.
  • Analyze call flows, identify issues, and provide recommendations for process improvements.
  • Collaborate with cross-functional teams to ensure IVR systems align with business requirements.
  • Create and execute test plans and test cases
  • Document and report defects, issues, and areas of improvement
  • Make CX driven recommendations for customer journey improvements
  • Collaborate with BA and Dev teams to understand IVR requirements and provide feedback.


Basic Qualifications 

  • Bachelor’s degree in Management Information Systems (MIS), Computer Information Systems (CIS), or another technical-related field. 
  • Strong written and verbal communication skills. The candidate must communicate with all levels of the organization including team members, management, customers and third-party vendors 
  • Ability to work independently and in a team, with a strong sense of ownership.
  • Strong technical and analytical skills 
  • Ability to manage multiple projects, adapt to changing priorities and demonstrate effective time-management skills to comply with project deadlines 
  • Detail-oriented 
  • 3-5 years Microsoft Office 365 products (Outlook, Word, heavy Excel)


Preferred Qualifications 

  • Bachelor’s degree in Computer Science or Information Systems 
  • Background in SDLC
  • Knowledge of testing methodologies, tools, and best practices.
  • Experience with call flow analysis and understanding of IVR processes
  • 1-2 years of Software Quality Assurance experience
  • Fluent in Spanish 

    

Job Benefits:  

  • Competitive compensation program  
  • Outstanding benefits package (including medical, dental, vision and life insurance)  
  • 401(k) plan  
  • Excellent holiday/vacation plans  
  • Employee Referral Bonus Program  
  • Annual performance-based bonus  

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