Lead Quality Analyst

🕒 5 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $85.470 - $111.000 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista

👻 Score fantasma 0%

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Conduent

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 2017

🤝 B2B

☁️ SaaS

🏢 Corporativo

💰 $93.000.000 Post-IPO Debt - Conduent em 2025-08

B2B • SaaS • Enterprise

Conduent é...

Descrição

• Serve as the primary client point of contact for quality-related activities • Lead discussions during SIT and UAT, walk clients through test cases, clarify test coverage and expected results, coordinate feedback, and ensure timely issue follow-up • Lead, coach, and manage a team of Quality Analysts, including workload planning, performance management, training, and career development • Own the strategy for adopting AI tools to automate call, chat, and email reviews, summarization, categorization, scoring support, trend detection, root cause tagging, reporting, and documentation • Identify workflow inefficiencies and redesign QA processes to improve speed, consistency, and accuracy • Partner with operations, training, compliance, and technology teams to implement and optimize AI-enabled QA solutions • Establish AI governance covering prompt standards, human review controls, accuracy measurement, bias monitoring, and data/privacy compliance • Use analytics to identify quality gaps, coaching opportunities, process risks, and automation opportunities • Present findings, recommendations, and progress updates to leadership • Develop test strategies, test plans, test cases, and test scripts for Genesys Cloud CX and Dynamics 365 solutions • Define functional, integration, system, regression, performance, and UAT testing approaches • Ensure traceability between business requirements, user stories, and test cases • Participate in requirement reviews and design walkthroughs • Perform functional and integration testing of Microsoft Dynamics 365 features and Genesys CX, including call routing and IVR flows • Log, track, prioritize, and retest defects using Azure DevOps • Work with development teams to troubleshoot and resolve issues • Participate in performance, load, and scalability testing • Validate system response times and user experience

🎯 Requisitos

• Bachelor’s degree or equivalent experience in Quality Assurance, Operations, Business, or a related field • 5+ years of experience in quality assurance, quality analytics, or operational excellence • Team leadership experience preferred • Experience managing QA teams, scorecards, audits, coaching programs, and performance reporting • Demonstrated interest or experience in AI tools, workflow automation, prompt design, process digitization, or intelligent analytics • Strong analytical and problem-solving skills • Stakeholder management skills • Experience with QA platforms, reporting tools, spreadsheets, dashboards, and process documentation • Experience implementing AI-assisted workflows in customer service, contact center, operations, or compliance environments • Familiarity with automation, business intelligence, transcription, summarization, and workflow orchestration tools

🏖️ Benefícios

• Remote work from home • Comprehensive health and welfare benefits effective from day one • Retirement savings programs • Employee discounts on merchandise, services, travel, and more • Career growth opportunities • Paid training • Competitive paid time off (PTO) • Paid holidays • Voluntary dental and vision programs • Life and disability insurance • Award-winning learning platforms • Great work environment valuing diversity and inclusion • Potential bonus or incentive eligibility based on business need