Training and Quality Assurance Specialist focused on empowering call center agents and ensuring standards. Collaborating with QA Departments to continuously enhance training modules and agent performance.
About the role
- System Integration QA Testing Supervisor leading enterprise systems testing at a growing natural gas utility. Managing tasks across various platforms for operational efficiency.
Responsibilities
- Lead and manage testing activities across enterprise business systems including SAP IS-U, NICECXone, web portals, payment platforms (e.g., Paymentus), and system integrations.
- Develop and execute comprehensive test strategies, plans, and scripts across Functional, Integration, System, Regression, End-to-End, and Non-Functional testing.
- Ensure end-to-end testing of customer journeys spanning contact center systems, billing, payments, field service, and digital channels.
- Partner with business and IT stakeholders to ensure testing aligns with critical utility business processes and regulatory requirements.
- Oversee test data readiness, including creation, validation, and maintenance of test data across systems.
- Facilitate test planning sessions, kickoff meetings, and defect triage with functional and technical teams.
- Conduct risk assessments to prioritize testing efforts and ensure validation of high-impact customer and operational scenarios.
- Monitor testing progress, defect trends, and quality metrics, providing regular reporting and visibility to leadership.
- Drive defect management processes to ensure timely resolution and cross-functional accountability.
- Identify opportunities for test automation and support implementation of automation best practices.
- Maintain Requirements Traceability Matrices (RTM) and ensure full coverage of functional and technical requirements.
- Establish and promote enterprise testing standards, frameworks, and best practices.
- Provide leadership, mentorship, and direction to testing resources, fostering a collaborative and high-performing environment.
- Support continuous improvement initiatives to enhance testing efficiency, quality, and delivery timelines.
Requirements
- Bachelor’s degree or equivalent experience
- 4+ years of experience in Customer Experience
- 2+ years of system testing or quality assurance experience
- Experience with SAP IS-U and integrated enterprise platforms
- Enterprise business systems knowledge (SAP IS-U, NICE CXOne, digital customer platforms)
- Testing strategy development and leadership
- Problem-solving and troubleshooting skills
- Strong communication and stakeholder management abilities
- Cross-functional collaboration with IT, business, and leadership teams
- Relevant SAP or cloud certifications are a plus.
Benefits
- Health insurance
- Medical, dental, and vision plans
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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