Quality Trainer - Help Desk

Essential Duties and Responsibilities:

- Work with Team Lead and/or Manager to develop test plans.

- Write and implement manual and automated QA test plans using technical requirements or design specifications and produce automated test cases.

- Conduct detailed analysis of test results found through both manual and automated testing.

- Investigate and propose methods and standards for continuous process improvement.

Job-Specific

Essential Duties and Responsibilities:

- Work with Team Leads and/or Manager to develop test plans.

- Write and implement manual and automated QA test plans using technical requirements and design specifications.

- Create and maintain automated test cases where applicable.

- Execute and document testing activities.

- Conduct detailed analysis of testing results from both manual and automated testing efforts.

- Investigate and propose methods, standards, and best practices for continuous process improvement.

Training and Quality Responsibilities:

- Develop and deliver training materials for new hires and existing staff.

- Conduct new hire, ongoing, and remedial training sessions as needed.

- Assess the effectiveness of training programs and identify opportunities for improvement.

- Administer training assessments, course examinations, and material reviews for new hires.

- Create, update, and maintain knowledge base articles (KBAs), SOPs, job aids, and training materials.

- Develop, maintain, and oversee execution of program SOPs, quality policies, and operational procedures.

- Develop and maintain quality assurance plans, scorecards, audit forms, and quality monitoring processes.

- Create and modify quality audit forms within telephony platforms and other systems as applicable.

- Conduct quality audits of calls, chats, demonstrations, and other program activities as applicable.

- Assist with audit completion and operational support activities as needed.

- Generate quality reports and metrics for monthly operational and fiscal reporting.

- Evaluate performance metrics and quality trends to support continuous improvement efforts.

- Create and distribute quality, process change, and program communications.

- Serve as the Data and Service Quality subject matter expert for quality-related inquiries and client presentations.

- Assist with the development and maintenance of quality plans for contact center operations, including service quality standards, data quality standards, quality scoring, monitoring, coaching, performance metric assessment, and continuous improvement initiatives.

- Investigate, recommend, and support methods and standards for continuous process improvement.

- Create/modify quality audit forms in the telephony platform, forms or other systems as applicable for the program to comply with QA requirements.

- Assist with completing audits or assist with calls/chats/demos as applicable

Testing & Validation Responsibilities:

- Validate changes made to business applications, telephony platforms, and supporting infrastructure.

- Collaborate with business owners, users, analysts, developers, and IT partners to validate software solutions and project deliverables.

- Participate in test planning activities, including test resource planning and execution support.

- Participate in testing approach and test strategy discussions to develop comprehensive test plans.

- Develop test plans, test scenarios, test cases, and acceptance criteria based on business and system requirements.

- Develop and refine feature-level and user story acceptance criteria in collaboration with business and technology stakeholders.

- Research business requirements, system requirements, process documentation, design documentation, configuration matrices, and acceptance criteria to create test cases, detailed test steps, and expected results.

- Analyze and resolve inconsistencies across business requirements, system requirements, design documentation, process documentation, and configuration matrices.

- Identify required test data and collaborate with IT teams and vendors to prepare test data for execution.

- Prepare test environments and provisioning requirements necessary to execute testing activities.

- Execute manual and automated testing activities and document test results.

- Experience creating, executing, and maintaining manual and automated test plans and test cases.

- Identify, document, track, and validate defects against acceptance criteria to reduce production issues and improve long-term system stability.

Collaboration & Operational Support:

- Facilitate status meetings, testing meetings, and related project discussions as needed.

- Collaborate with Agile teams, Business Analysts, System Integration teams, vendors, operational leadership, and other stakeholders.

- Partner with operational teams to understand the end-user perspective and support end-to-end testing efforts.

- Collaborate across departments to identify and implement process improvement opportunities.

- Manage workload assignments and participate in special projects as required.

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