Contact Center Quality Analyst, Sr. jobs in Sumter, SC

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Development of business process models, business requirements/user stories (functional and non-functional) and maintenance of issues backlog.

• Collect and analyze the business requirements to create functional specifications that facilitate knowledge transfer to internal information systems and 3rd party technical teams.

•Development of custom functionality for the Episys core using the Symitar PowerOn programming language; including the PowerFrame suite and SymForm PFD.

•Ensures that programming operations are performed in accordance with established software development standards, policies, and procedures.

• Applies Lean Six Sigma tools for coaching and leading teams to identify and execute business enhancement projects (e.g., Kaizen projects) to support continuous improvement. • Partners with business leads to ensure comprehensive user acceptance testing/training plans are developed/executed and applications are successfully transitioned to production.

• Analyzes problems in terms of process and/or systems functionality; generates findings/data and applies analytical and quantitative techniques to formulate, describe, communicate, and coordinate implementation of recommended solutions.

• Oversees and manages all quality issues during the testing phase (defects) and deployment phase (incidents) of the project; and provide regular progress reports to business stakeholders.

• Provides leadership, training, coaching, and guidance for staff as it may be applicable; supports project leads in understanding and adhering to SAFE’s defined project management framework and the SDLC.

•Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:
None.

PERFORMANCE STANDARDS:
•Exceptional analytical, evaluative, and problem-solving abilities
•Excellent verbal, written, and presentation communications skills
•Organized (“thinks through” complex processes, creates structured plans, and assures successful implementation)
•Demonstrated effectiveness in working cross-functionally to deliver products/services
•Detail-Oriented (assures accuracy of every aspect/document related to testing)
•Dedicated (goes “above and beyond”)

QUALIFICATION REQUIREMENTS:
•General knowledge of the project management framework and software development lifecycle (SDLC).

•Knowledge and experience with the Symitar core processor, integrated modules, database, and batch file processing.

•Knowledge and experience with the Symitar PowerOn language and the methodology for writing customized PowerOn programs.

•Knowledge and experience with Symitar PowerFrame suite and SymForm PDF development/maintenance.

•Proven experience defining process metrics for success and using those metrics to drive recommendations.

•Excellent interpersonal skills – can build relationships and lead and influence across a large, highly networked organization.

•Self-starter with a problem-solving mindset; ability to work with minimal supervision, and to effectively delegate work to others.

•Drives innovative business improvements: Promotes a work environment that fosters creative thinking, innovation and rational risk-taking.

Regulatory Requirements:

Your position has specific procedures that must be followed to comply with Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. Annual training is required to keep current on any changes to these policies/procedures to assure compliance. Failure to comply with procedures may cause termination as well as possible monetary penalties from the federal regulatory agency.

EDUCATION and/or EXPERIENCE:
Bachelor’s degree in business management or related technology field from an accredited university preferred, or the below equivalent experience:
•Minimum of two (2) years of experience within an institution coordinating cross-department project deliverables and continuous improvement initiatives.
•Minimum of one (1) year of experience working within the Symitar Episys core performing maintenance, testing, and/or custom programming.
If no formal experience working within the Episys core, will start a Symitar PowerOn Programming Training program within the first six (6) months of hire.
 

LANGUAGE SKILLS:
Ability to read, write, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
 

REASONING ABILITY:
Ability to solve practical problems and deal with a variety of concrete variables in situations where
only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

CERTIFICATES, LICENSES, REGISTRATIONS:
Certified Business Analysis Professional (CBAP) or Lean Six Sigma Green Belt preferred or equivalent designation to be obtained within two (2) years from date of hire if certification not already held.
•Entry Certificate in Business Analysis (ECBA)
•Certified Analytics Professional (CAP)

OTHER SKILLS and ABILITIES:
Basic knowledge of MS Office Suite, including MS Word, MS Visio, MS PowerPoint, MS Excel, and MS Outlook. Jira Project & Issue Management Software. SharePoint Office 360 Content Management skills preferred.
 

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls and talk and hear. The employee frequently is required to stand, walk, reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch or crawl.
The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, color vision and the ability to adjust focus.
 

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.

MENTAL DEMANDS:
The mental characteristics necessary to competently perform this job include the occasional need to instruct and negotiate; the frequent need to be persuasive, creative and imaginative, use patience and good judgement and, the continuous need to be alert, precise and resourceful in completing essential functions.