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[Remote] Quality Assurance Specialist - (Automation / Contact Centre applications)
Note: The job is a remote job and is open to candidates in USA. BMO is a leading financial institution that emphasizes positive change in business and life. They are seeking a Quality Assurance Specialist to ensure the quality of technology products by designing, developing, and executing test plans while collaborating with various teams throughout the development lifecycle.
Responsibilities
- Ensures the quality of the products that technology delivers, working closely with all applications, common services/middleware, and infrastructure teams throughout the development/engineering lifecycle
- Designs, develops, executes, and maintains test plans of infrastructure, common services/middleware, data, and applications in various environments
- Records and documents testing results (including anomalies and issues) and compares them to expected results
- Detects solution failures so that defects may be discovered and corrected
- Generates historical analysis of test results and maintains a list/repository of defects
- Reviews and interprets all documentation related to testing, including business requirements and functional and design specifications, to provide input to the project team on the planning of testing activities
- Provides immediate response to production program problems
- Conducts independent analysis and assessment to resolve strategic issues
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders
- Monitors and tracks performance, and addresses any issues
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations
- Leads and implements core initiatives with complete test strategies
- Able to develop test automation suites, design frameworks, and define standards
- Oversees several test projects simultaneously and provides scheduling support to operations
- Ensures that systems and software are functionally appropriate, technically sound and well integrated
- Reviews, evaluates, and derives requirements for testability
- Designs, develops, executes, and maintains testing strategies and plans to ensure stability and efficiency, enabling a seamless customer experience
- Executes and verifies test cases as part of the overall functional testing of Information Technology products as well as reporting defects and test results to the stakeholders
- Recommends approaches to streamline and integrate technological processes and systems in the organization to improve overall efficiency and improve the bank
- Ensures the accuracy and consistency of test results through documentation processes
- Follows BMO’s SDLC process
- Communicates the overall quality of a deliverable and ensures metrics are used to drive delivery and identify any areas of concern
- Participates in programs/projects across the enterprise
- Participates as an active stakeholder in every initiative, driving quality based on fact-based metrics
- Ensures development teams’ unit testing practices are in place and confirms core criteria met prior to integrated testing delivery
- Proactively provides improvement opportunities to the team to enhance the customer experience
- Drives the testing automation capabilities
- Identifies opportunities to strengthen the quality assurance capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks
- Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning
- Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus
- Exercises judgment to identify, diagnose, and solve problems within given rules
- Works independently on a range of complex tasks, which may include unique situations
- Broader work or accountabilities may be assigned as needed
Skills
- Typically, 4-6+ years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business
- Proficient level of knowledge in IVR/Contact Centre Applications
- Demonstrates advanced knowledge of one or more areas of Contact Centre technology such as Routing, Quality Management, Computer Telephony Integration
- Knowledge of the SDLC, testing concepts, methodologies, metrics, automated testing frameworks and BMO documentation standards
- Understanding of BMO applications and infrastructure components
- Experience with Contact Centre Environments and related software packages
- Experience with IVR testing, JIRA, and Confluence
- Problem solving skills including the ability to troubleshoot and identify problem areas throughout testing
- Collaborate well with others. Ability to translate technical concepts into easy to understand terms
- Able to analyze data and use testing metrics to highlight improvement opportunities
- Technical proficiency gained through education and/or business experience
- Verbal & written communication skills - In-depth
- Collaboration & team skills - In-depth
- Analytical and problem solving skills - In-depth
- Influence skills - In-depth
- Data driven decision making - In-depth
- Experience with Cyara Velocity, Cruncher and Pulse testing tools
- Experience with CCaaS/Amazon Connect
- Experience with agile methodologies and building test data requirements
- Familiarity with Contact Centre software packages (Genesys Inbound, Routing, Reporting & Outbound, Verint Call/Screen recording & speech analytics, NICE WFM, Nuance NDF & Voice Biometrics)
Benefits
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
Company Overview
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