W2 Only - Need Quality Assurance Manager in Charlotte, NC - Onsite/Hybrid
ReqRoute,Inc
Job Title: Quality Assurance Manager
Location: Charlotte, NC Onsite/Hybrid
Employment Type: W2 (No Benefits)
Job Summary:
Seeking a Quality Assurance Manager to lead 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.
Top 3 Skills Required:
- IVR Contact Center & IVR Call Flow design
- Business Analysis
- Project Management / Scrum Master
Key Skills:
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
Expected Deliverables:
- IVR call flow documents, gap analysis report, functional and technical design documents
- All in-scope flows implemented, integrations completed, code deployed to Unit/System/UAT environments with corresponding test cases and no outstanding bugs
- Pre-prod and post-prod checklists, production deployment, handover document
Vacancy posted 1 day ago
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