What You’ll DoDevelop Quality Automation strategies in collaboration with program teams, staying abreast of emerging technologies in the market.
Collaborate with the Quality Platform lead to set up and evaluate potential tech partners through Tech Pilots, conducting User Acceptance Testing (UAT) as necessary.
- Lead a small, agile team dedicated to increasing efficiency, scale, and scope of audit practices.
- Develop and document the procedures, metrics, data requirements, etc. for validating automation logic and model health across various platforms.
- Provide training and/ or create the processes or resources necessary to build automation support in languages other than English.
- Establish governance on automation logic, models, and their applications, defining metrics and addressing limitations.
- Continuously monitor the accuracy and optimization of automation models, including facilitating the regular maintenance and tuning of models in production.
- Develop Quality Tooling strategies for new modalities (video, self-service, etc), ensuring effective implementation in partnership with the Quality Platforms lead..
Basic Qualifications- Proven experience in Quality Assurance Automation, including strategy development, implementation, and governance.
- Readily embrace emerging technologies and stay updated on industry trends, particularly regarding advancements in AI, GPT, and LLM technologies related to the Quality domain.
- Strong understanding of software testing methodologies and practices.
- Experience leading or managing small teams.
- Excellent communication skills and ability to collaborate effectively with cross-functional teams.
- Attention to detail and analytical mindset for problem-solving.
- Skilled in adaptable communication and can create clear narratives using data and anecdotal evidence, also comfortable speaking in front of senior leadership teams.
- Bachelor's Degree or equivalent experience
Preferred Qualifications- Experience in establishing and evaluating potential tech partnerships.
- Skilled in deploying automated solutions at a large scale across diverse languages and regions.
- Possesses extensive knowledge of Quality operations and a track record of implementing Quality automations within a call center environment.
- Experienced in formulating and executing QA tooling strategies.
For Chicago, IL-based roles: The base salary range for this role is USD$112,000 per year - USD$124,000 per year.
For New York, NY-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.
For Phoenix, AZ-based roles: The base salary range for this role is USD$99,000 per year - USD$110,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$124,000 per year - USD$137,500 per year.