Quality Assurance Specialist – Automation, Contact Centre Applications

Role Overview

• Ensures the quality of the products that technology delivers, working closely with all applications, common services/middleware, and infrastructure teams throughout the development/engineering lifecycle
• Designs, develops, executes, and maintains test plans of infrastructure, common services/middleware, data, and applications in various environments
• Records and documents testing results (including anomalies and issues) and compares them to expected results
• Detects solution failures so that defects may be discovered and corrected
• Generates historical analysis of test results and maintains a list/repository of defects
• Reviews and interprets all documentation related to testing, including business requirements and functional and design specifications, to provide input to the project team on the planning of testing activities
• Provides immediate response to production program problems
• Conducts independent analysis and assessment to resolve strategic issues
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders
• Monitors and tracks performance, and addresses any issues
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations
• Leads and implements core initiatives with complete test strategies
• Able to develop test automation suites, design frameworks, and define standards
• Oversees several test projects simultaneously and provides scheduling support to operations
• Ensures that systems and software are functionally appropriate, technically sound and well integrated
• Reviews, evaluates, and derives requirements for testability
• Designs, develops, executes, and maintains testing strategies and plans to ensure stability and efficiency, enabling a seamless customer experience
• Executes and verifies test cases as part of the overall functional testing of Information Technology products as well as reporting defects and test results to the stakeholders
• Recommends approaches to streamline and integrate technological processes and systems in the organization to improve overall efficiency and improve the bank
• Ensures the accuracy and consistency of test results through documentation processes
• Follows BMO’s SDLC process
• Communicates the overall quality of a deliverable and ensures metrics are used to drive delivery and identify any areas of concern
• Participates in programs/projects across the enterprise
• Participates as an active stakeholder in every initiative, driving quality based on fact-based metrics
• Ensures development teams’ unit testing practices are in place and confirms core criteria met prior to integrated testing delivery
• Proactively provides improvement opportunities to the team to enhance the customer experience
• Drives the testing automation capabilities
• Identifies opportunities to strengthen the quality assurance capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning

Requirements

• Typically, 4-6+ years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business
• Proficient level of knowledge in IVR/Contact Centre Applications
• Demonstrates advanced knowledge of one or more areas of Contact Centre technology such as Routing, Quality Management, Computer Telephony Integration
• Knowledge of the SDLC, testing concepts, methodologies, metrics, automated testing frameworks and BMO documentation standards
• Understanding of BMO applications and infrastructure components
• Experience with Contact Centre Environments and related software packages
• Experience with IVR testing, JIRA, and Confluence
• Problem solving skills including the ability to troubleshoot and identify problem areas throughout testing
• Collaborate well with others
• Ability to translate technical concepts into easy to understand terms
• Able to analyze data and use testing metrics to highlight improvement opportunities
• Technical proficiency gained through education and/or business experience
• Verbal & written communication skills
• In-depth
• Collaboration & team skills
• In-depth
• Analytical and problem solving skills
• In-depth
• Influence skills
• In-depth
• Data driven decision making
• In-depth

Tech Stack

• SDLC

Benefits

• health insurance
• tuition reimbursement
• accident and life insurance
• retirement savings plans