Quality Assurance Engineer

Quality Assurance EngineerTrident Consulting is seeking a Quality Assurance Engineer for one of our clients in Charlotte, NC. A global leader in business and technology services.Job Title: Quality Assurance EngineerLocation: Onsite/hybrid in Charlotte, NCJob Type: ContractPay Rate: $65Responsibilities:• 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 Flow2. Business Analysis3. Project Management and Scrum Master