Lead Quality Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients concerning quality-related initiatives.

• Facilitate discussions during SIT and UAT, guiding clients through test cases, clarifying test coverage and anticipated outcomes, coordinating feedback, and ensuring prompt follow-up on issues.

• Lead, mentor, and oversee a team of Quality Analysts, including planning workloads, managing performance, providing training, and supporting career development.

• Develop the strategy for integrating AI tools to automate reviews of calls, chats, and emails, including summarization, categorization, scoring support, trend detection, root cause tagging, reporting, and documentation.

• Identify inefficiencies in workflows and redesign QA processes to enhance speed, consistency, and accuracy.

• Collaborate with operations, training, compliance, and technology teams to implement and enhance AI-driven QA solutions.

• Establish governance for AI that includes prompt standards, human review controls, accuracy metrics, bias monitoring, and data/privacy compliance.

• Utilize analytics to pinpoint quality gaps, coaching opportunities, process risks, and automation possibilities.

• Share findings, recommendations, and updates on progress with leadership.

• Create test strategies, plans, cases, and scripts for Genesys Cloud CX and Dynamics 365 solutions.

• Outline functional, integration, system, regression, performance, and UAT testing methodologies.

• Ensure traceability between business requirements, user stories, and test cases.

• Take part in requirement reviews and design walkthroughs.

• Conduct functional and integration testing of Microsoft Dynamics 365 features and Genesys CX, including call routing and IVR flows.

• Log, track, prioritize, and retest defects using Azure DevOps.

• Collaborate with development teams to troubleshoot and resolve issues.

• Engage in performance, load, and scalability testing.

• Validate system response times and user experience.

⛳️ Requirements

• Bachelor's degree or equivalent experience in Quality Assurance, Operations, Business, or a related discipline.

• Over 5 years of experience in quality assurance, quality analytics, or operational excellence.

• Preferred experience in team leadership.

• Experience managing QA teams, scorecards, audits, coaching programs, and performance metrics.

• Demonstrated passion or experience with AI tools, workflow automation, prompt design, process digitization, or intelligent analytics.

• Strong analytical and problem-solving capabilities.

• Skills in stakeholder management.

• Proficient with QA platforms, reporting tools, spreadsheets, dashboards, and process documentation.

• Experience implementing AI-assisted workflows in customer service, contact center, operations, or compliance settings.

• Familiarity with automation, business intelligence, transcription, summarization, and workflow orchestration tools.

🏝️ Benefits

• Work remotely from home.

• Comprehensive health and welfare benefits available from day one.

• Retirement savings programs.

• Employee discounts on products, services, travel, and more.

• Opportunities for career advancement.

• Paid training provided.

• Competitive paid time off (PTO).

• Paid holidays.

• Optional dental and vision programs.

• Life and disability insurance coverage.

• Access to award-winning learning platforms.

• A supportive work environment that values diversity and inclusion.

• Potential eligibility for bonuses or incentives based on business needs.