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