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Quality Assurance Lead--Enterprise Contact Center Services

Job Description

The Consumer & Business Banking Technology team (CBB IT) moves quickly, efficiently and effectively on the right work for the business at the right times, providing end-to-end technology solutions for the Consumer & Business Banking lines of business.

Our QA Team for the Enterprise Contact Center Services (ECCS) team has an opening for the position of a QA Lead. The ECCS team deals with the Telephony space which includes the testing of the various Contact Center Technologies (and not limited to) IVR/VRU applications, Call Routing engine, Call monitoring/NICE, Outbound Dialer, Webstats/Application Reporting.

 

The QA Lead must have the skills and experience and be responsible for what is outlined below:

•             Demonstrated ability to read through requirement and design documentation and identify test scenarios for functional testing for IVR and Call routing applications.

•             Demonstrated ability to build robust IVR/Call Routing automation framework.

•             Demonstrated ability to think out of the box and come up with solutions to automate various contact center applications.

•             Demonstrated ability to write quality IVR and Call Routing test scenarios.

•             Extensive experience performing IVR and Call routing test execution.

•             Demonstrated ability to follow QA process and standards

•             Demonstrated understanding of the SDLC

•             Demonstrated ability to achieve comprehensive test coverage by understanding the test scope and approach of dependent QA groups.

•             Demonstrated ability to perform root cause analysis to identify and recommend test scope and test approach improvements

•             Demonstrated ability to effectively communicate updates on project status calls

•             Strong multitasking skills 

•             Responsible for defect management including monitoring and reporting using QC/ALM/JIRA

•             Experience with SQL

•             Extensive Experience with automation tools i.e. Hammer, QTP, VB scripting, JUnit.

•             Give input to assess and forecast test levels of effort

•             Work with application development teams to ensure testability of functions and applications.

•             Participate in cross-functional discussions to review the impact of application changes from both internal and external interfaces.

•             Identify areas for improving efficiency, shortening of test cycles, and automation of test scripts

•             Interact with internal customers both onsite and remotely

•             Assist with design, development and implementation of test strategies and tools

•             Identify Test Environment requirements

•             Assist in creating and maintaining QA procedure documents

•             Contribute to Ever-green maintenance of Regression test script library

•             Interface with different resources in the workspace including development, business and analysts teams.

•             Assist Application Developers and technical support staff in identifying and resolving defect

•             Develop automation scripts and perform automated regression testing.

•             Must have excellent verbal and written skills being able to communicate effectively on both a technical and business level

 

JPMorgan chase is an equal opportunity and affirmative action employer M/F/Disability/Veteran.

Relevant IT/quality assurance work experience

•             9+ years work experience in software testing

•             MUST have Automation Testing experience in IVR, Computer Telephony Integration, Genesys and Avaya Technologies.

•             Extensive experience in ALM OTA (or other defect management repository), VBA and SQL. Candidate MUST be able to integrate ALM/JIRA with other tools.

•             MUST have extensive experience in Empirix Suite (Hammer G5, Hammer synchronization Server, Nuance specification language, Hammer Configuration and Administration)

•             Desirable experience and knowledge of Cyara Test Suite (Cyara Pulse, Replay, Cruncher, Out bound, Genesys CCM) or Voiyager.

•             Hands on software testing experience with IVR and Call routing application

•             Hands on automation tools like QTP/Selenium.

•             Working knowledge of Quality Center, MS Office - preferred

•             Strong understanding of Software Development Life Cycle and specifically QA process and test methodologies

•             Excellent Project Coordination and Project tracking skills

•             Ability to work under pressure and multi-task

•             Must demonstrate strong time management skills & ability to prioritize one's own work

•             Must have excellent verbal and written skills being able to communicate effectively on both a technical and business level

•             Excellent attention to detail and ability to analyze detailed business requirements, raise questions and seek resolution to outstanding clarifications required for test case identification

•             Excellent work ethic

 

Skills:

•             MUST have Automation Testing experience in IVR, Computer Telephony Integration, Genesys and Avaya Technologies.

•             Extensive experience in ALM OTA (or other defect management repository), VBA and SQL. Candidate MUST be able to integrate ALM/JIRA with other tools.

•             MUST have extensive experience in Empirix Suite (Hammer G5, Hammer synchronization Server, Nuance specification language, Hammer Configuration and Administration)

•             Desirable experience and knowledge of Cyara Test Suite (Cyara Pulse, Replay, Cruncher, Out bound, Genesys CCM) or Voiyager.

 

 

JPMorgan Chase is an equal opportunity and affirmative action employer M/F/Disability/Veteran.

Req #: 160023047
Location: Wilmington, DE US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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