The UAT Coordinator will be responsible for communication between testers, IT, and appropriate stakeholders; ensure that test cases are loaded in the QA/Azure tool correctly and executed in a timely manner; and manage defect tracking and resolution.
UAT Coordinator:-Responsible for documenting, reviewing and approval of the test scenarios and test steps (including end to end) for each feature and user story. Help test the desired user experience, contained within Agent Desktop Application for Call Center Agents
Act as a lead in creation, preparation and conduct quality assurance reviews with the business partners. Attend initiative meetings with Business Analyst & Project status meeting
Work with Product Owner to resolve issues and defects through collaboration within the delivery team and across the organization
Engage with business partners to conduct testing for assisted service applications
Ensure that post production / smoke testing is conducted and issues are escalated and resolved
Monitor and track all testing efforts using Agile principles and tool set (e.g. Azure)
Ensure UAT testers have access to the correct lower region environment to conduct testing
Work with the Resource Optimization Center (ROC) to schedule UAT testers to execute testing
Technical & Professional Skills Required:-Expert understanding of Collaboration Tools such as Miro, Azure DevOps, SharePoint, Microsoft Teams, Microsoft PowerPoint, Microsoft Visio
Have a Testing Mindset: Ability to test Personas, Journey Maps
Document User story writing and Acceptance Criteria in Azure
Expert Understanding of technologies used in the IVR and telephony: Dialogue Design tools, Chat bot, Text to Speech, Speech Recognition, Toll Free Number Engineering, Automatic Call Distribution, Natural Language Processing
Understanding of Agent Desktop application must
Understanding of Salesforce desired
Understanding of AI driven Co -Pilot desired
Excellent Communication, organization and planning skills
Stakeholder Management
Experience Required:-3~~@~~ years current experience working within Agent Desktop Solution in a Call Center
3~~@~~ years experience with creating documentation for communication with varied audiences
2~~@~~ years experience testing call center applications
1~~@~~ years experience with project management
Qualification:- BACHELOR OF COMPUTER SCIENCE