Senior Lead IVR Quality Analyst

Virtusa
a month ago
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0 Applied
Expired on: Apr 09 2024
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Ref.No 00004664

Description
  • 8 years of proven experience as a Quality Analyst within Contact Centre environments.
  • Extensive background in automating end-to-end Contact Centre applications, including IVR, CTI, and CRM systems.
  • Proficiency in developing automation test solutions utilizing CYARA/Hammer.
  • Working knowledge of Cisco Voice portal and Acquoen.
  • Experience with SaaS products and Cloud-based solutions.
  • Proficiency in writing test plans for end-to-end workflows for IVR/Contact Centre systems.
  • Excellent problem-solving and analytical thinking abilities.
  • Proficiency in MS Office Visio, Word, Excel, Outlook, PowerPoint, Access.
  • Prior experience working with onsite and remote/offshore team members.
  • Knowledge of the Insurance domain.
  • Comfortable understanding complex architectures and collaborating with multiple teams.
  • Ability to thrive in a fast-paced environment.
  • Excellent analytical, multitasking, problem-solving, time management, and communication skills, with a focus on clearly documenting detailed test requirements and tests.
  • 8 years of proven experience as a Quality Data Analyst within Contact Centre environments.
  • Extensive background in automating end-to-end Contact Centre applications, including IVR, CTI, and CRM systems.
  • Proficiency in developing automation test solutions utilizing CYARA/Hammer.
  • Working knowledge of Cisco Voice portal and Acquoen.


Skills
Quality Analyst
Cisco Voice portal
MS Office Visio
Industry Sector