Software QA Analyst

Job Description

Job Description

Salary : Overview

Overview

USAN is a revolutionary contact center solutions provider, a respected community leader, and an all-around great place to work.

We promote work-life effectiveness for all employees by creating a supportive, flexible, and collaborative work environment.

We have a high-performance culture, where we treat our employees as individuals, as professionals, as key members of the team, and like family.

USAN is seeking a dedicated and driven individual to join our team as a Software QA Analyst. As a Software QA Analyst specializing in Interactive Voice Response (IVR) Testing, you will play a crucial role in ensuring the high-quality performance of our IVR applications.

Your responsibilities will include manual testing of IVR applications, call flow analysis, and continuous improvement of the IVR experience.

If you are a detail-oriented, analytical thinker who is passionate about delivering top-notch customer interactions, we encourage you to apply.

Duties

• Conduct end-to-end manual testing of IVR applications to ensure functionality, reliability, and quality.
• Analyze call flows, identify issues, and provide recommendations for process improvements.
• Collaborate with cross-functional teams to ensure IVR systems align with business requirements.
• Create and execute test plans and test cases
• Document and report defects, issues, and areas of improvement
• Make CX driven recommendations for customer journey improvements
• Collaborate with BA and Dev teams to understand IVR requirements and provide feedback.

Basic Qualifications

• Bachelor’s degree in Management Information Systems (MIS), Computer Information Systems (CIS), or another technical-related field.
• Strong written and verbal communication skills. The candidate must communicate with all levels of the organization including team members, management, customers and third-party vendors
• Ability to work independently and in a team, with a strong sense of ownership.
• Strong technical and analytical skills
• Ability to manage multiple projects, adapt to changing priorities and demonstrate effective time-management skills to comply with project deadlines
• Detail-oriented
• 3-5 years Microsoft Office 365 products (Outlook, Word, heavy Excel)

Preferred Qualifications

• Bachelor’s degree in Computer Science or Information Systems
• Background in SDLC
• Knowledge of testing methodologies, tools, and best practices.
• Experience with call flow analysis and understanding of IVR processes
• 1-2 years of Software Quality Assurance experience
• Fluent in Spanish

Job Benefits :

• Competitive compensation program
• Outstanding benefits package (including medical, dental, vision and life insurance)
• 401(k) plan
• Excellent holiday / vacation plans
• Employee Referral Bonus Program
• Annual performance-based bonus
1 day ago