Qe Lead Iii

QE Lead III
Location: Tulsa, OK 
Description: 
The Quality Engineering Lead is primarily responsible for defining the test approach for the Contact Center project, developing test cases that satisfy the requirements and executing functional, call workflow and API endpoint testing. The QE Lead will be responsible for recording and tracking all project issues to resolution and maintaining data sufficient for status reporting.
Our Quality Engineering organization currently has a terrific opportunity for someone who…

• Enjoys collaborating and building relationships with IT and business partners in order to understand needs to deliver quality products
• Enjoys working in a supportive team environment with other bright people who enjoy what they do
• Has passion, confidence, and gets energized testing a variety of applications and features

PRINCIPAL DUTIES AND RESPONSIBILITIES:    
Your primary responsibility at this level may include any or all of the following: 

• Define, document and lead a solid project test approach including test objectives, determine work priorities and oversee all test activity
• Liaison with project manager, technical teams and line of business to identify solution opportunities, drive improvements and efficiencies as well as verify completeness 
• Develop and maintain test cases to cover requirements, mitigate risk of failure and ensure consistent product quality
• Coordinate testing across technical staff and line of business/end users
• Execute testing as outlined below:
  • IVR system workflows and messaging
  • Outbound dialer and call forwarding
  • Natural language understanding (NLU) for voice-enabled self-service features
  • Localization for Spanish language content
  • Transaction processing scenarios
  • Internal user-side contact center system for agent, supervisor and administrator roles
  • Reports generation, contents and formatting and sentiment analysis
  • Web services / REST API endpoint validation
  • Data migration validation to data warehouse
  • Authentication and SSO 
• Record, triage and track project issues and defects to resolution
• Maintain accurate and up-to-date data in the test management software for reporting purposes

KNOWLEDGE, SKILLS and ABILITIES:    
We’re looking for someone like this…

• Mind-set 
  • Proactive in identification of items that need to be completed including proposing a solution and being willing to implement it
  • Flexible and willing to assist others on a variety of tasks as needed 
  • Conscious of deadlines and able to prioritize multiple tasks to meet those deadlines
  • Team player mentality focused on achieving a common goal
  • Able to work independently and as part of a collaborative team
  • Willing to clarify expectations when they are unclear or conflicting objectives arise 
  • Able to handle some level of ambiguity inherent in high functioning environments
  • A self-starter who sees tasks through to completion

 

• Soft Skills
  • Able to work collaboratively with other teams and stakeholders to ensure project success
  • Exhibits a high attention to detail
  • Good time management skills
  • Capable of understanding new concepts and a drive to learn
  • Good interpersonal skills when interacting with team members from individual contributors to senior executives
  • Able to conduct yourself in a professional, appropriate manner
  • Demonstrated oral and written communication skills
  • Strong analytical and problem solving skills 
  • Takes initiative in investigating how and why an incident occurred

 

• Hard Skills
  • Strong experience and knowledge of Contact Center/IVR systems
  • Proficient in testing web applications 
  • Experience with testing web services and REST APIs using Postman or similar
  • Able to execute test cases using API services endpoints
  • Experience testing call workflows, natural language understanding and localization 
  • Familiarity with Okta or other SSO authentication tool
  • Experience writing and running SQL queries to verify data accuracy and completeness

PHYSICAL DEMANDS:
Work normally requires finger dexterity and eye-hand coordination to operate computer keyboard and mobile device at a high skill level. Work may require occasional pushing, pulling, or carrying 20-pound objects such as files, documents, and computer printouts.  Work involves sitting most of the time, but may involve standing and walking for brief periods of time.  
WORKING RELATIONSHIPS/CONTACTS:

• Internal – regular contact with co-workers, supervisors, and management within the Operations & Technology Division; may also require contact with key employees in other areas of the bank.
• External – may require contact with outside vendors and suppliers for informational purposes.  
• Supervision of others – none