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Quality Assurance Specialist – Automation, Contact Centre Applications
Location
Canada
Posted
75 days ago
Salary
$61.6K - $113.9K / year
Seniority
Senior
Job Description
Quality Assurance Specialist – Automation, Contact Centre Applications
BMO U.S.
• Ensures the quality of the products that technology delivers • Works 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 • Provides 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, analyzes 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
Job Requirements
- Typically, 4-6+ years of work experience in IT or business environment
- B.S./B.A. in computer science, engineering, information systems, math or business
- Proficient level of knowledge in IVR/Contact Centre Applications
- 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
- Collaboration skills
- Ability to translate technical concepts into easy to understand terms
- Able to analyze data and use testing metrics to highlight improvement opportunities
- 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
Benefits
- health insurance
- tuition reimbursement
- accident and life insurance
- retirement savings plans
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