Lead Quality Analyst

🕒 August 21

🇺🇸 United States – Remote

💵 $85.5k - $111k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Conduent

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🏥 Healthcare

📦 Logistics

💼 Consulting

💰 Venture Round on 2009-01

Healthcare • Logistics • Consulting

Conduent is a leading provider of technology-led solutions aimed at enhancing customer experiences and improving operational efficiency for businesses and government agencies. The company offers a wide range of services, including customer experience management, finance and accounting solutions, human capital management, integrated digital solutions, and specialized services for healthcare and public sector clients. By leveraging automation and analytics, Conduent helps organizations streamline processes and drive business success.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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