QA Testing Analyst Sr

0101 The Huntington National Bank; Easton (Northampton County); Hybrid; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a skilled testing professional with extensive experience in call center systems. In this role, you will be responsible for ensuring the technical quality of implementations, analyzing performance metrics, and driving continuous process improvements. The ideal candidate will have a strong background in testing methodologies and tools, particularly in a call center environment. This position offers a unique opportunity to work in a dynamic setting, contributing to impactful projects that enhance customer experiences. Join a forward-thinking organization that values innovation and teamwork, and help shape the future of customer service technology.

Qualifications

• 7+ years of testing experience with a focus on call center systems.
• Proficiency in using Cyara and knowledge of testing methods and best practices.

Responsibilities

• Ensure technical and customer quality for new and existing implementations.
• Analyze performance metrics and recommend process improvements.

Skills

Testing Experience

Call Center Experience

Negotiation Skills

Communication Skills

Agile-Scrum Experience

Tools

Cyara Testing Tool

Cisco UCCE

Verint WFO Suite

Nuance Natural Language IVR

VHT Callback

Microsoft Azure DevOps

Jira

Job description

Responsible for the planning, integration, casing, scripting and execution of all testing for complex call center systems. Responsible for work on multiple programs/systems as a project team member; considered to be a subject matter expert for a single program/system. These projects are of moderate to high complexity within one or more development environments.

• Responsible for ensuring technical quality with new and existing implementations
• Responsible for ensuring customer quality with new and existing implementations
• Responsible for continuous process improvement and analysis in current environment
• Responsible for analyzing current performance metrics, testing, and recommending improvements
• Responsible for ensuring quality controls are adhered to (PCI, customer data, masking, logging, etc.)
• Responsible for measuring and maintaining call center performance from an IT & business perspective (capacity, call failures, IVR utilization, etc.)

Basic Qualifications

• 7+ years of testing experience
• 2 + years call center experience

Preferred Qualifications

• Experience with Cyara testing tool
• Negotiation skills with the ability to influence others by information/knowledge sharing
• Proficiency in using Cyara automation test suite, in addition to in depth knowledge of common testing methods, terminology and industry best practices
• Experience with contact center systems, including Cisco UCCE, Verint WFO Suite, Nuance natural language IVR, and VHT Callback. Genesys Cloud certification preferred.
• Experience with Agile collaboration systems, including Microsoft Azure DevOps (ADO) or Jira
• Excellent verbal and written communication skills with the ability to explain system issues clearly and concisely to all levels of management, and establish effective working relationships with our internal customers
• Ability to work in a fast-paced environment
• Experience in an Agile-Scrum environment
• Knowledge of data structures, data management practices, various corporate security rules, legal and regulatory obligations such as PCI, SOX or similar standards
• Advanced knowledge of using software packages or tools for processing or displaying data

Exempt Status: (Yes = not eligible for overtime pay) (No= eligible for overtime pay) Yes

Workplace Type:

Office

Our Approach to Office Workplace Type: Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.