Title:  Quality Assurance Testing Specialist (Contact Center Technologies)

Requisition ID: 242402

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

QA Test Specialist

The role:

Contributes to the overall success of the QA - COAT Delivery Center, Agility & Assurance team ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives.  Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

What will you do?

• Champion a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Perform QA test activities for projects\releases during the Software Test Life Cycle

• Participate in work sessions to gain a full understanding of project requirements to ensure they are adequately documented to allow efficient translation to test materials.  Meet with key stakeholders if further clarifications are required.

• Review project documentation (business requirements, technical design, flow diagrams etc..) and be able to provide risk analysis from a testing perspective. 

• Provide QA test estimates (including scope of testing required, work effort) based upon project documentation provided.

• Ability to create test artifacts but not limited to test plans\test strategies, test scenarios, test cases, test conditions, test scripts based upon risk analysis to ensure optimal use of testing time while adhering to UAT policies, standards, procedures and best practices.

• Perform test execution (functional, regression, integration or any other type of test where applicable as project requires) of simple to complex UAT test cases, assess UAT test results and take appropriate action.  Work closely with the development group to resolve defects; escalate issues to management when necessary; make recommendations to release the code to Production.

• Prepare sign-off documentation (Test Exit Report) and other documentation as required for QA management review and approval.

• Ability to utilize applicable Test Management tools (JIRA, Confluence).

• Assess and schedule the release of projects into the UAT environment; execute complex test plans and manage the execution of testing, coordinating resources, people and environments on a daily basis to meet the specific requirements for a project; manage multiple stakeholders with conflicting time and needs requirements; co-ordinate code delivery with external service providers.

• Continually evaluate priorities for various projects in response to frequent directional changes and take decisive action as required.

• Transfer application and process expertise to more junior analysts within UAT; provide hands on training on systems, hardware, environment, product, standards, and methodology to test team members; coach, motivate and provide feedback on department and project objectives, conflict resolution, and team building to assigned staff.

• Work with individual project teams, during the software development life cycle, to ensure business and technical requirements have been fulfilled; contribute recommendations and assessments to ongoing project reviews.

• Maintain a thorough and current understanding of a broad range of assigned banking applications, UAT code configuration, system integration, environment resources and code delivery process; provide technical advice to development teams and external suppliers on integration of specific applications within the UAT environment.

• Identify and pursue opportunities to enhance personal breadth and depth of expertise and proactively apply knowledge on the job; identify and recommend enhancements or modifications to UAT processes in an effort to continually improve overall department efficiency and effectiveness.

• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

What do you need to succeed?

• 5+ years of hands-on working knowledge of Contact Center agent facing applications and flows.
• 5+ years of quality assurance experience performing manual testing (e.g. exploratory, integration, functional, regression and end-to-end testing, etc).
• 5+ years testing experience in CRM applications (maintenance, sales, and general service tasks, etc.)
• A degree in computer science, IT Business/Management or engineering related discipline is desirable.
• Experience with Interactive Voice Response (IVR) and dialer inbound outbound call initiation in a Call Centre setting; Working experience with Genesys telephony system.
• Testing experience using API testing tools Postman.
• Experience with Jaws Accessibility testing is a nice to have.
• Proficient working in an Agile/Scrum/Kanban development process.
• Ability to execute sprint activities and work closely with development and business teams to plan, report, prioritize and drive continuous improvement
• Strong knowledge of software QA methodologies, best practices, tools and processes ; well-developed leadership ability.
• Experience in writing clear, concise and comprehensive test plans/strategies and test cases.
• Ability to deal with ambiguity in a fast-paced environment while managing multiple competing priorities.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success
• We provide you with the tools and technology needed to create meaningful customer experiences
• You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
• We hire you for your talent — not just a job — so you can grow with us. We’ll equip you for success not only in your role, but also in your career as a whole
• Dress codes don't apply here: being comfortable does
• Access to thousands of online and in-person courses so you can hone your current skills, or learn new ones
• A competitive rewards package that includes a base salary, a performance bonus, company matching programs on pension and profit sharing, paid vacation, personal & sick days, medical, vision, and dental and much more

Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.