Quality Assurance Manager

Location: Charlotte, NC Onsite/Hybrid
Experience: 15+ Years

Job Overview

We are seeking an experienced Quality Assurance Manager with a strong background in IVR/Contact Center solutions, Business Analysis, Project Management, and Scrum. The ideal candidate will lead quality assurance and customer experience improvement initiatives, analyze IVR call flows, gather and manage business requirements, and collaborate with cross-functional teams to ensure successful solution delivery.

The candidate should have extensive experience in IVR optimization, contact center technologies, business process analysis, testing, deployment, and production implementation.

Key Responsibilities

• Lead and manage quality assurance, business analysis, and customer experience improvement initiatives.
• Analyze customer journeys, IVR call flows, and business processes to identify gaps and improvement opportunities.
• Gather, analyze, document, and manage business and functional requirements.
• Develop and maintain business artifacts, including:
  • Process flows
  • IVR call flow documents
  • Use cases
  • User stories
  • Workflow diagrams
  • Gap analysis reports
  • Functional Design Documents (FDD)
  • Technical Design Documents (TDD)
• Collaborate with business stakeholders, technical teams, developers, and project teams.
• Support strategic planning and prioritize initiatives based on business value, feasibility, and strategic alignment.
• Monitor IVR and Contact Center performance, analyze trends, and recommend continuous improvements.
• Support Agile delivery processes and work closely with Scrum teams.
• Coordinate project activities and ensure deliverables are completed within defined timelines.
• Support Unit, System, and User Acceptance Testing (UAT) activities.
• Develop and validate test cases and ensure solutions meet business and regulatory requirements.
• Track defects and ensure there are no outstanding critical issues before production deployment.
• Ensure all in-scope IVR flows and integrations are successfully implemented.
• Support code deployment across:
  • Unit environments
  • System environments
  • UAT environments
  • Pre-Production
  • Production
• Prepare and validate pre-production and post-production checklists.
• Support production implementation, operational readiness, and solution handover.
• Prepare and maintain handover documentation.
• Measure post-implementation outcomes and identify lessons learned.
• Ensure compliance with organizational policies and industry standards.
• Mentor junior analysts and promote best practices in business analysis and quality assurance.

Required Skills

• 15+ years of overall experience.
• Strong experience with IVR Contact Center technologies and IVR Call Flows.
• Strong Business Analysis experience.
• Experience with Project Management and Scrum Master responsibilities.
• Strong expertise in requirements gathering and documentation.
• Experience with customer journey analysis and customer experience optimization.
• Strong knowledge of process mapping and workflow analysis.
• Experience creating:
  • User stories
  • Use cases
  • Process flows
  • Functional and Technical Design Documents
  • Gap analysis reports
• Experience supporting UAT and solution validation.
• Strong understanding of testing processes, including Unit, System, and UAT testing.
• Experience with defect tracking and issue resolution.
• Strong data analysis and reporting skills.
• Excellent stakeholder management and cross-functional collaboration skills.
• Experience with compliance, documentation, and continuous improvement initiatives.
• Strong communication and presentation skills.