Job Summary: Seeking a Quality Assurance Manager responsible for leading business analysis, customer experience improvement, and IVR optimization initiatives. The role involves gathering and translating business requirements, collaborating with cross-functional teams, supporting strategic planning, and driving operational efficiency to enhance customer interactions and business outcomes in a hybrid work environment. Responsibilities: • Analyze customer journeys and business processes to identify opportunities for improving IVR and service experience. • Gather, document, and manage business requirements by working closely with business and technical stakeholders. • Develop business artifacts such as process flows, use cases, workflow diagrams, and user stories. • Present insights, reports, and recommendations to support stakeholder decision-making. • Collaborate with cross-functional teams to ensure successful solution delivery within project timelines. • Prioritize initiatives based on business value, feasibility, and strategic alignment. • Support user acceptance testing and validate that solutions meet business and regulatory requirements. • Monitor IVR performance, analyze trends, and recommend continuous improvements. • Ensure compliance with organizational policies and industry standards. • Mentor junior analysts and promote best practices in business analysis. • Support solution implementation and operational readiness. • Measure post-implementation outcomes and identify lessons learned for future enhancements. Key Skills Required: • Requirements Gathering • IVR/Customer Experience Optimization • Process Mapping • Stakeholder Management • User Stories & Use Cases • UAT Support • Data Analysis & Reporting • Cross-functional Collaboration • Compliance & Documentation • Continuous Improvement • Communication & Presentation Skills. What are the top 3 skills required for this role? 1. IVR Contact Centre and IVR Call Flow 2. Business Analysis 3. Project Management and Scrum master Additional Information: • IVR call flows documents Gap analysis report Functional and Technical Design Documents. • All in-scope in flows implemented All integrations completed Code deployed in Unit, System, and UAT environments Unit, System and UAT testcases No outstanding Bugs. • Pre-Prod and post-prod Checklists Code Deployed in Production Handover Document. |
| Location | Charlotte, NC |
| Industry | Other/Not Classified |
| Company Size | 100 to 499 employees |
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