Contact Center Quality Manager jobs in Champaign, IL

About us

Rural King Farm and Home Store strives to create a positive and rewarding workplace for our associates. We offer opportunities for growth, competitive benefits, a people first environment, and an opportunity to work alongside dedicated associates who share a passion for providing an exceptional experience and service to our rural communities. Whether you are starting an entry-level position or joining with professional experience, Rural King encourages professional growth and provides the necessary resource to help you succeed and grow with us.

When you join the Rural King team, you become a contributing member in supporting the needs of and making a difference in the lives of those within the people and communities we serve.

How we reward you

401(k) plan that provides a 100% match on the first 3% of your contributions and 50% of the next 2% * Healthcare plans to support your needs * Virtual doctor visits * Access to Centers of Excellence with Barnes Jewish Hospital and Mayo Clinic’s Complex Care Program * 15% Associate Discount * Dave Ramsey’s SmartDollar Program (no cost to you!) * Associate Assistance Program * RK Cares Associate Hardship Program

* 24/7 Chaplaincy Services

What You’ll do

As a Quality Assurance (QA) Manager, you will be leading and managing the QA team and ensuring the delivery of high-quality software products and systems. This role requires a strategic thinker with strong leadership skills, technical proficiency, and a comprehensive understanding of QA methodologies. Responsibilities of this role include unit testing, integration testing, system testing, user acceptance testing, and maintenance of the Dev/Test environments within the Rural King environment. You will also be responsible for the development and execution of individual test cases, test scripts, and utilization of automation to improve timeliness of testing.

Lead, mentor, and manage a team of QA professionals.

Evaluate, implement, and maintain cutting-edge test automation frameworks to enhance efficiency and scalability.

Drive the development and execution of automated test scripts, ensuring comprehensive coverage across various testing levels.

Champion the integration of automation into the QA process, optimizing testing cycles and accelerating time-to-market for software releases.

Ensure all stage/testing environments are maintained and regular data refreshes are coordinated to improve timeliness of testing.

Proactively leverage automation solutions to identify, assess, and mitigate potential risks, enhancing the overall robustness of the QA process.

Develop and maintain a repository of automated test cases for efficient regression testing, minimizing the risk of post-release defects.

Innovate risk-based automation strategies to align with project goals and delivery timelines.

Develop and implement overall UAT strategy aligned with project and organizational objectives.

Define UAT scope, test scenarios, and acceptance criteria.

Provide end users guidance and support for application software.

Create detailed UAT plans, including test scripts, and test environments.

Oversee the execution of UAT, ensuring comprehensive coverage and adherence to acceptance criteria.

Innovate risk-based automation strategies to align with project goals and delivery timelines.

Assist with training end users on software systems.

Provide technical assistance when applications are being designed, developed, and tested.

Collaborate with internal teams to create test cases, identify, document & resolve issues.

Monitor application for compliance to IT standards & policies.

Lead associates in a way that exemplifies the leadership principles taught in Rural King’s Thrive Leadership Program.

Use discretion and independent judgment in daily decisions while maintaining a high level of confidentiality and professionalism.

Actively participate in learning initiatives offered such as training programs, workshops, and webinars. Leverage these opportunities to acquire new knowledge, refine existing skills, and stay current on the latest developments.

Provide friendly, proactive, and professional internal and external support to others, assisting with inquiries, concerns, and issues promptly and effectively.

Demonstrate behaviors that exemplify Rural King’s Values: People First, Integrity, Attitude, Initiative, Teamwork, Accountability, and Continuous Improvement.

Perform other duties as assigned.

Supervisory Responsibilities

Yes

Essential Qualities for Success

A Bachelor’s degree and at least 5 years of applications support experience or equivalent combination of education and experience.

Experience with JIRA and Confluence Documentation Tools

5 years’ experience with ERP, CRM, WMS, Supply Chain applications, Ecommerce, Point of Sale, & HRIS applications

Excellent communication (Written & Verbal) and interpersonal skills.

Problem solving

Attention to detail.

Proactive attitude

Willingness to learn.

Ability to participate in our online applicant and new hire onboarding process remotely.

Ability to complete computer-based training.

Physical Requirements

Ability to maintain a seated or standing position for extended durations.

Capability to lift 15 pounds periodically.

Able to navigate and access all facilities.

Skill to effectively communicate verbally with others, both in-person and via electronic devices.

Close vision for computer-related tasks.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Mattoon, IL 61938: Relocate before starting work (Required)

Work Location: In person