Lead Quality Analyst

🕒 5 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $85.470 - $111.000 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista

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Conduent

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 2017

🏥 Saúde

📦 Logística

💼 Consultoria

💰 Venture Round em 2009-01

Healthcare • Logistics • Consulting

Conduent é uma provedora de soluções impulsionadas por tecnologia que simplifica as operações de negócios tanto para o setor público quanto para empresas privadas. A empresa se especializa em aprimorar a experiência do cliente por meio de automação e analytics, otimizar operações financeiras e oferecer soluções completas de RH. Com foco em aumentar a eficiência operacional, a Conduent entrega uma variedade de serviços, incluindo soluções de atendimento ao cliente (contact center), soluções para o setor de saúde (healthcare) e soluções para órgãos de transporte, atendendo de ponta a ponta às necessidades de seus clientes.

Descrição

• Serve as the primary client point of contact for quality-related activities • Lead discussions during SIT and UAT and 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 • Plan workloads, manage performance, provide training, and support career development • Own AI-tool adoption strategy for automating call, chat, and email reviews, summarization, categorization, scoring support, trend detection, root-cause tagging, reporting, and documentation • Redesign QA workflows to improve speed, consistency, and accuracy • Partner with operations, training, compliance, and technology teams on 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 • Define functional, integration, system, regression, performance, and UAT testing approaches • Participate in requirements reviews and design walkthroughs • Perform functional and integration testing of MS Dynamics 365 and Genesys CX, including call routing and IVR flows • Log, track, prioritize, and retest defects in Azure DevOps • Troubleshoot and resolve issues with development teams • 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 • Interest or experience in AI tools, workflow automation, prompt design, process digitization, or intelligent analytics • Strong analytical, problem-solving, and 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 • Experience with Genesys Cloud CX and Dynamics 365 solutions • Experience with functional, integration, system, regression, performance, load, scalability, and UAT testing • Experience using Azure DevOps for defect tracking • Ability to develop test strategies, test plans, test cases, and test scripts • Ability to ensure traceability between business requirements, user stories, and test cases

🏖️ 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 • Paid time off • Diversity and inclusion-focused work environment • Health insurance coverage • Voluntary dental and vision programs • Life and disability insurance • Paid holidays • PTO or vacation and/or sick time • Bonus or incentive eligibility based on business need