Manager, Workforce Management
TP
Junior Quality Assurance Specialist
Powder River Industries
full-time
Posted on:
Origin: • 🇺🇸 United States • District of Columbia, Florida
Visit company websiteJob Level
Junior
About the role
- Review requirement and design documentation and develop test scenarios including positive, negative, exploratory, boundary, and other functional tests
- Translate test scenarios into test cases with detailed test steps and expected results
- Trace test cases back to requirements to ensure bidirectional requirement traceability and adequate test case coverage
- Execute test cases using MS Excel to track results and capture defects
- Work with engineers in defect triage to validate expected vs. actual results, solution fixes, and retesting
- Support the Testing Lead on CCTMI with User Acceptance Testing (UAT) and Load/Performance Testing supporting DMDC clients' volunteer testers
- Report to the Testing Lead and collaborate with a team of 2-3 other full-time testers
Requirements
- Active Secret clearance required before applying
- 2 years of experience in an IT project testing role
- 1+ years of experience working in a contact center with understanding of IVR, ACD, Voicebots, Skills/Queues, Agent Workspace, Softphone, Workforce Management (WFM), Forecasting, Scheduling, Shift Bidding, Quality Management (QM), and Evaluation Scorecards
- Proficiency in MS Excel
- 1+ years of experience with Amazon Connect (preferred)
- 1+ years of experience with Calabrio or Calabrio ONE or Calabrio WFM (preferred)
- 1+ years of experience with Contact Center metrics (Calls Queued, Calls Handled, Calls Abandoned, Abandon Rate, Service Level, Average Speed of Answer, Average Talk Time, Average Hold Time, Average Handle Time, Interval Reporting) (preferred)
- Willingness/ability to undergo drug testing and a Federal background investigation; possible counterintelligence-scope polygraph if applicable
- Must verify identity and eligibility to work in the United States
