• Develop data analytics, automation, and AI/ML solutions that improve efficiency, data quality, and regulatory compliance. • Build and maintain dashboards, metrics, and reports to measure project outcomes and provide visibility to stakeholders. • Identify process trade-offs and improvement opportunities using business intelligence tools and structured data analysis. • Execute computer system validation and verification activities with limited guidance. • Manage multiple concurrent projects, ensuring alignment with timelines, requirements, and deliverables. • Communicate scope changes, timeline updates, and project status regularly to cross-functional partners. • Support continuous improvement by implementing solutions that enhance product quality, reduce waste, and optimize processes. • Partner with internal and external stakeholders to ensure systems and data support business needs.

• Lead and manage the QA function, including hiring, mentoring, and performance management of QA engineers. • Define and evolve the company-wide quality strategy across manual and automated testing. • Design and maintain scalable automated testing frameworks. • Write and review automation code across API, integration, and UI layers. • Establish clear standards for test coverage, regression testing, and release validation. • Own and organize all test case management, reporting, and traceability within Qase. • Ensure QA artifacts in Qase accurately reflect current system behavior and release state. • Build reliable CI-integrated automation pipelines that provide fast feedback to engineering. • Partner closely with Engineering and Product to define acceptance criteria and quality gates. • Implement risk-based testing strategies to prioritize coverage effectively. • Drive reduction in regression defects and production escapes. • Introduce metrics and dashboards that provide visibility into quality trends. • Improve incident postmortem processes to ensure quality learnings are captured and implemented. • Advocate for quality as a shared responsibility across engineering teams. • Step into complex debugging scenarios when necessary to unblock releases.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Specialist working remotely in the United States, you’ll be a part of bringing humanity to business. What You’ll be Doing: - Evaluate and analyze customer interactions to improve customer experience and satisfaction scores. - Ensure proper information is given to customers while analyzing spreadsheets to pinpoint patterns for performance training. - Report to the Quality Assurance Manager and contribute to the success of the customer experience and the overall success of the team. During a Typical Day, You’ll: - Assist the Quality/Training Manager and Assistant Manager in auditing Key Performance Indicators (KPIs) for TTEC Operations. - Review and evaluate operational procedures, including Customer Service interactions from all communication channels. - Coordinate logistics and conduct related audits, including sample selection, documentation, and reporting of results. - Facilitate periodic calibration sessions with the Customer Service department and other areas of operations. - Assist with administrative functions, including developing Standard Operating Procedures (SOPs) and Quality Standard Definition Document (QSDD). - Assist with data and analysis of quality reports in conformance with agreed-upon formats. - Perform special projects as required, such as assisting with the development, research, and delivery of new training. - Flexibility to perform job duties on-site, off-site, or remote, as business needs dictate. Qualifications - High school diploma or equivalent - 6 months or more of customer service and call center experience - Understanding, interpreting, and manipulating data for reporting Benefits - Supportive of your career and professional development - An inclusive culture and community-minded organization where giving back is encouraged - A global team of curious lifelong learners guided by our company values - Paid time off (PTO) and wellness and healthcare benefits - Great compensation package and performance bonus opportunities - Tuition reimbursement Company Description Our business is about making customers happy. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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