Quality Assurance Analyst

CallMiner is a proud provider of market leading cloud-based conversational analytics solutions for improving agent performance across contact channels. With over 10 years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.

CallMiner strives to maintain an organizational agility that allows us to adapt to the ever-changing needs of the market. Over 300 customer requested features have been implemented into our products and our software services team brings extensive product knowledge and years of hands-on best-practice expertise to each customer engagement.

The CallMiner multi-channel speech analytics platform is agnostic to the source system that captures data, supporting integration with all market leading call recorder, chat, and email systems and popular social networking sites.

CallMiner is a privately held company with offices in Waltham, MA, Fort Myers, FL, and the United Kingdom. We serve clients in a wide variety of industries: financial services, utilities & energy, manufacturing, government, communications, fulfillment & performance marketing, and travel & hospitality.

Utilize quality tools & processes of various data sources in order to find & identify quality issues.

Working closely with clients and internal business units to resolve any quality issues.

Create test plan components; executing the plan and following all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability and compatibility with other external systems.

To make sure that testing is well defined, planned and executed. The analyst does this by ensuring that every phase and feature of the software solution is tested and that any potential issue is identified and fixed before the product goes live.

The Quality Assurance Analyst may be responsible for Backend Testing focused on testing the database portion of the software solution & how the database interacts with the software solution; functional testing of everyday blackbox software; or in some cases, automating test scripts and deploys these scripts using automation software like QuickTest Professional, Rational Functional Tester, SilkTest and/or VisualStudio Test Professional. (ex.)

Willingness to acquire knowledge on new technologies to solve quality problems.

Excellent problem solving and analytical skills.

Able to work independently, self-directed and solutions-oriented.

Sound organizational and planning skills with a solid attention to detail.

Effective communication skills and excellent interpersonal skills.

Experiences in Quality Management Software and Processes

Knowledge and experience in technical aspects of software solution being tested

Business process understanding

Review functional and design specifications

Backend database testing which may include validating stored procs, jobs and triggers.

Identify test requirements from specifications & map test case requirements

Develop, document and maintain functional test cases and other test artifacts like the test data, data validation, harness scripts and automated scripts.

Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.

Isolate, replicate, and report defects and verify defect fixes.

Education and Qualifications

BS or BA degree preferred.

3+ years of relevant QA technical experience.

3+ years' large enterprise or e-business systems experience- preferred, not required.

Create clear, concise detail oriented test plans/cases.

Bachelor's degree in Computer Science, Quality Control or Quality Assurance, or a related major.

Superstar Qualifications:

Helps to identify quality gaps

Recommend reporting processes to track quality improvements, enhance current systems

Help prioritize high-value quality projects 

Assist with developing standardized testing methods, which facilitate the quality checking process. 

Designs quality analysis in reports to present them to management.

Experience in any quality administration related activities.