Description & Requirements
The Training-Quality Assurance Testing Analyst will validate all changes made to business applications as well as telephony and infrastructure changes. As a part of a collaborative team, the analyst will interact with business owners, users, analysts, and IT partners to validate the accuracy of software and project delivery through test plan development, resource planning, development of acceptance criteria for user stories, test scenarios, and test case development and execution. The Training Quality Assurance Testing Analyst will also identify defects against acceptance criteria during testing to reduce production defects and promote the long-term stability of Maximus technology infrastructure. Training-Quality Assurance Testing Analyst will be responsible for developing and delivering training materials to new hire and existing staff members, monitoring and evaluating quality assurance plans, and addressing remedial training needs.
Essential Duties and Responsibilities:
- Work with Team Lead/ Manager to develop test plans.
- Write and implement manual and automated QA test plans using technical requirements or design specifications and produce automated test cases.
- Execute and document test activities.
- Conduct detailed analysis of test results found through both manual and automated testing.
- Investigate and propose methods and standards for continuous process improvement.
• Read and research project documentation to understand project scope.
• Participate and/or lead discussions on testing approach or test strategy to create comprehensive Test Plans.
• Create and prepare test scenarios per system and business requirements, acceptance criteria, and any other associated documentation or work instructions.
• Develop and refine feature level and user story acceptance criteria.
• Research business requirement documents, system requirement documents, process documents, and acceptance criteria to draft test cases, test steps, and expected results based on established test scope.
• Analyze, identify, and clarify inconsistencies in documentation through analysis of business requirements, system requirements, design documents, and the configuration matrix.
• Execute test cases by following test steps identified, validating changes made to business applications for accuracy against expected results and document defects identified.
• Facilitate status and test team meetings as required.
• Identify test data required and prepare test data needed to execute test cases in collaboration with IT and/or external vendors.
• Prepare test environment and provisioning requirements to execute the test cases.
• Assess impact and escalate risks/ issues to appropriate teams/resources to ensure timely resolution.
• Develop test summary and provide quantitative information to Operational Management regarding accuracy of implementation.
• Collaborate with Agile Teams, Business Analysts, System Integration Team and other stakeholders as needed regarding testing and defect identification.
• Ensure that defects or gaps found during functional testing are reported and escalated properly, and retest and close defects in a timely manner.
• Contribute/maintain the test script and regression library by reviewing existing scripts and develop new test cases based on iteration/release content.
• Partner with operational resources to gain an understanding of the "user point of view" in order to successfully test from an end-to-end standpoint.
• Collaborate within and across departments to identify and implement process improvement opportunities.
• Reviews and contributes to the development and delivery of training materials to staff and agents, administer course exams and material review for new hires, conduct ongoing and remedial staff training.
• Assess the effectiveness of training programs
• Represents the Data and Service Quality function to the program, as the subject matter expert serving as a point of contact, for quality inquiries and client presentations.
• Develops, maintains, and manages execution of program Standard Operating Procedures (SOPs) related to Data, Service quality, policies, and procedures
• Assists with the development and maintenance of the quality plan for contact center operations, including service and data capture quality standards, quality scorecards and ratings, monitoring, coaching, performance metric assessment, and continual improvement actions.
• Manages workload assignment and participates in special projects as required.
• Availability to support On-Call duties as needed.
• Support and participate in Evening and scheduled Weekend Testing Events and Post Production Validations.
• Responsible for adhering to established safety standards.
Minimum Requirements
Minimum Requirements:
- Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
Background & Experience Required:
• Demonstrated analytical and collaborative problem-solving skills.
• Strong attention to detail.
• Excellent organizational, interpersonal, and communication skills.
• Ability to adapt to quickly changing environments and priorities.
• Excellent time management skills.
• Proven ability to successfully work both collaboratively and independently.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Experience with Microsoft Office, including Excel, Word, and PowerPoint.
• Testing experience preferred.
• Experience in SDLC processes (Agile methodology) preferred.
• Exposure to JIRA preferred.
• Exposure to Siebel CRM preferred.
• Familiar with web services testing tools such as soapUI preferred.
• Experienced Testing with AVAYA Telecom Systems and Interactive Voice Response (IVR) Systems preferred.
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
