Quality Assurance Manager
Apply NowQuality 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:
- IVR Contact Centre and IVR Call Flow
- Business Analysis
- Project Management and Scrum Master