Quality Assurance Manager

Quality Assurance ManagerSeeking 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 GatheringIVR/Customer Experience OptimizationProcess MappingStakeholder ManagementUser Stories & Use CasesUAT SupportData Analysis & ReportingCross-functional CollaborationCompliance & DocumentationContinuous ImprovementCommunication & Presentation SkillsTop Skills Required for this Role:IVR Contact Centre and IVR Call FlowBusiness AnalysisProject Management and Scrum Master Omni Inclusive