Quality Assurance Manager

Quality Assurance Manager

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

Top Skills Required for this Role:

1. IVR Contact Centre and IVR Call Flow
2. Business Analysis
3. Project Management and Scrum Master