Powder River Industries, LLC - Quality Assurance Specialist-Junior at Powder River Industries, LLC

The CCTMI (Contact Center Technology Modernization and Innovation) Project seeks an experienced contact center quality specialist with knowledge of functional testing. In this role, you will report to the Testing Lead on CCTMI and work closely with a team of 2-3 other full-time testers.

Job Duties:

• Review requirement and design documentation and develop test scenarios from the documentation including positive, negative, exploratory, boundary, and other types of functional tests.
• Translate test scenarios into test cases with test steps detailing for a tester how to validate the test scenario and what the expected result should be at each test step.
• Trace test cases back to requirements and vice versa to ensure bidirectional requirement traceability and adequate test case coverage.
• Execute test cases using MS Excel to track results and capture defects.
• Work with engineers in defect triage to validate expected vs. actual test results including solutioning fixes and retesting the failed test case and defect to verify the solution fix works as expected.
• Support the Testing Lead on CCTMI with User Acceptance Testing (UAT) and Load/Performance Testing supporting our DMDC clients' volunteer testers.

• Secret Clearance Required
• 2 years of experience in an IT project testing role
• 1+ years of experience working in a contact center with understanding of fundamental concepts such as Interactive Voice Response (IVR), Automated Call Distribution (ACD), Voicebots, Skills/Queues, Agent Workspace, Softphone, Workforce Management (WFM), Forecasting, Scheduling, Shift Bidding, Quality Management (QM), and Evaluation Scorecards.
• Proficiency in MS Excel is a must

Preferred Experience:

• 1+ years of experience with Amazon Connect
• 1+ years of experience with Calabrio or Calabrio ONE or Calabrio WFM
• 1+ years of experience with Contact Center metrics such as Calls Queued, Calls Handled, Calls Abandoned, Abandon Rate, Service 
• Level, Average Speed of Answer, Average Talk Time, Average Hold Time, Average Handle Time, Interval Reporting, etc.

A notification to prospective applicants that reviews, and tests for the absence of any illegal drug as defined in 10 CFR 707.4, will be conducted by the employer and a background investigation by the Federal government may be required to obtain an access authorization prior to employment, and that subsequent reinvestigations may be required. If the position is covered by the Counterintelligence Evaluation Program regulations at 10 CFR part 709, the announcement should also alert applicants that successful completion of a counterintelligence evaluation may include a counterintelligence-scope polygraph examination.   

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.