• 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.

• Raise the bar on how organizations reach a mobile audience using the power of the Peer-to-Peer text messaging channel

• Lead UAT & Manual QA • Define test scenarios, test cases, and test data requirements for complex payroll workflows, including nuanced edge cases and multi-step operational flows. • Perform hands-on manual UAT across workflows, validating accuracy, usability, and operational readiness—not just happy paths. • Execute end-to-end testing, including feature flag sequencing, environment setup, and multi-entity test configurations (company, project, worker). • Own use case identification and validation for high-risk workflows (e.g., payroll calculations, HTG, union-specific logic), including up- and down-stream platform validation and regression testing, ensuring issues are identified before formal UAT. • Partner deeply with Product, Engineering, Client Ops & Release Management • Work side-by-side with Product, Design, and Engineering throughout development—not just at the end—to influence quality earlier in the lifecycle. • Surface defects, edge cases, and workflow gaps early, enabling teams to course-correct before features reach Client Ops or formal UAT. • Partner with Engineering and third-party teams to determine what should be automated vs. manually tested, balancing speed, risk, and coverage. • Collaborate closely with Client Ops subject matter experts to translate real-world payroll workflows into structured test scenarios. • Reduce the reliance on Client Ops as primary early-stage testers by centralizing validation within Product. • Create structured feedback loops between Client Ops and EPD to continuously improve release readiness. • Provide clear, actionable feedback that helps teams make informed tradeoffs while maintaining a high quality bar. • Ensure testing reflects real operational complexity across FTV productions. • Contribute to Go/No-Go readiness by providing a clear quality assessment of release candidates, highlighting risk areas and any unresolved defects. Provide Quality sign-off recommendations for high-risk releases. • Evaluate release risk across workflows, edge cases, and downstream impacts. • Validate launch rollout sequencing (feature flags, phased releases, environment configuration) prior to production deployment. • Confirm operational readiness, including regression coverage, and downstream implications. • Assist with documenting quality trends and release patterns to continuously improve predictability and confidence. • Apply industry & operational expertise • Use entertainment industry domain knowledge to validate that solutions work in real-world entertainment payroll operations, not just in theory. • Pressure-test assumptions around HTG, union rules, FTV vs. commercial nuances, and cross-persona workflows. • Ensure UAT sessions serve as final validation, not first discovery—raising confidence for launches and enablement. • Enable scale & focus • Prepare UAT environments and test data so Product Managers and Engineering Managers can review features efficiently without serving as primary test executors. • Serve as a force multiplier: Reduce the number of people required for early testing by centralizing workflow validation until features are ready for broader review. • Document recurring issues, patterns, and learnings to continuously improve testing coverage and raise the quality bar over time.