QC Analyst

QC Analyst

Location: Harrisburg, PA

Duration: 12+ months with possible yearly renewal

Description Of Duties And Responsibilities

At the core, ensure that the Commission's business processes are being validated from a holistic End-to-End perspective for all valid scenarios possible, ensuring best in class customer service for end users, call center agents, and other stakeholders is always delivered.

Perform rigorous testing and validation efforts, necessitating a dedicated focus.

Create, execute, and document test plans and scripts.

Be responsible for comprehensively testing all aspects of our systems, including Account Management, Case Management, Payments, Dispute Management, Dunning and Collections, Correspondence, and Invoicing.

Capture, and maintain data, plus run reports to implement data analyzed optimizations on the omnichannel perspective of the customer. This will include, but is not limited to Portal, Natural Language IVR contained telephony, Chatbot, email/ forms, walk-in, and social media.

Review test scripts provided by vendors.

Conduct system stress testing to identify potential issues.

Collaborate with the QC Lead to ensure quality control.

Manage and execute testing scripts within the ADO system.

Advocate for Quality Assurance and industry best practices.

Ensure project adherence to quality principles and guidelines.

Oversee all aspects of quality assurance and testing for software and IT system releases.

Maintain high-quality procedures for creating user stories, tasks, test cases, and bugs.

Provide feedback for production deployment readiness.

Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

Lead and participate in project team activities for system work efforts related to enterprise systems.

Work independently to accomplish the tasks and duties assigned.

Adhere to the PTC standards, policies, and procedures.

Utilize various software and/or technology tools to perform job duties.

Perform tasks and other duties as assigned by the PTC.

Minimum Experience

Minimum 5 years of experience in large-scale integrated solutions for tolling back-office operations.

Minimum 5 years of CRM Microsoft D365 testing experience for enterprise level implementations dealing with microtransactions.

Minimum 5 years of CRM Microsoft D365 experience in testing entity customization, form design, views, business process flows, PowerAutomate, Logic Apps, workflow, and business process rules.

Efficient in finding issues and debugging issues using stack traces, logic app log failures, and plugin profilers.

Hands-on testing experience for a tolling back-office system.

Experience developing and executing system testing scripts for overall system implementations.

Proficiency in developing and automating testing scripts for CRM (Azure-based system), ERP (SAP Financials), Natural language IVR, Real-time payments, Telephony applications, and 30+ Vendor Integrations.

Experience with MS Azure ADO for testing and quality.

Equivalent combination of education and/or experience maybe accepted.

Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Desired Skillset

8 or more years of expertise in software development testing.

5 or more years of experience in testing back-office operations system with a focus on CRM

5 or more years of experience in testing various channels of Account Management; Case Management; Payments using Credit Cards and ACH at minimum, Digital Wallets is desirable; and Disputes.

5 or more years of experience in testing financial transactions and finance functionality, including but not limited to Dunning and Collections, and Financial Reconciliation.

Proficiency in Risk-Based Test Management and Test Automation - Tosca, Performance Testing, Regression Testing, Disaster Recovery Testing, and Data Migration Testing.

Knowledge of ITIL/ITSM practices and methodologies.

Understanding of cloud-based software solutions.

Strong written and oral communication skills.

Excellent listening, presentation, and interpersonal skills.

Ability to communicate technical ideas in a user-friendly manner.

Strong multitasking and project management abilities.

Motivated self-starter.

Certifications/ Education

Bachelor’s degree in business management or information systems.

One or more software Testing Certifications.

Equivalent combination of education and/or experience maybe accepted.

Engagement Requirements

Candidate must be located within the Continental United States (no offshore resources).

Successful completion of ePATCH background check and Clear Checks National Criminal Background Check prior to engagement.

This position is primarily remote but will require on-site presence during key project phases of SIT (3 cycles at a minimum), UAT(1 cycle at a minimum), Pre-Go Live, and Go Live, any planning calls (approx. 4days a month).

Any absence from sessions requires prior approval from Project Principal.

Additional travel may be required when requested by the Project Principal.

Any travel costs are inclusive in the rate, and no additional compensation will be provided.

Overtime requests always need to have prior approval of Project Principal with the rightful reasons for overtime.