W2 Only - Need Quality Assurance Manager in Charlotte, NC – Onsite/Hybrid

Job Title: Quality Assurance Manager
Location: Charlotte, NC – Onsite/Hybrid
Employment Type: W2 (No Benefits)

Job Summary:
Seeking a Quality Assurance Manager to lead business analysis, customer experience improvement, and IVR optimization initiatives. The role involves gathering and translating business requirements, collaborating with cross-functional teams, supporting strategic planning, and driving operational efficiency to enhance customer interactions and business outcomes in a hybrid work environment.

Responsibilities:

• Analyze customer journeys and business processes to identify opportunities for improving IVR and service experience.
• Gather, document, and manage business requirements by working closely with business and technical stakeholders.
• Develop business artifacts such as process flows, use cases, workflow diagrams, and user stories.
• Present insights, reports, and recommendations to support stakeholder decision-making.
• Collaborate with cross-functional teams to ensure successful solution delivery within project timelines.
• Prioritize initiatives based on business value, feasibility, and strategic alignment.
• Support user acceptance testing and validate that solutions meet business and regulatory requirements.
• Monitor IVR performance, analyze trends, and recommend continuous improvements.
• Ensure compliance with organizational policies and industry standards.
• Mentor junior analysts and promote best practices in business analysis.
• Support solution implementation and operational readiness.
• Measure post-implementation outcomes and identify lessons learned for future enhancements.

Top 3 Skills Required:

1. IVR Contact Center & IVR Call Flow design
2. Business Analysis
3. Project Management / Scrum Master

Key Skills:
Requirements Gathering • IVR/Customer Experience Optimization • Process Mapping • Stakeholder Management • User Stories & Use Cases • UAT Support • Data Analysis & Reporting • Cross-functional Collaboration • Compliance & Documentation • Continuous Improvement • Communication & Presentation

Expected Deliverables:

• IVR call flow documents, gap analysis report, functional and technical design documents
• All in-scope flows implemented, integrations completed, code deployed to Unit/System/UAT environments with corresponding test cases and no outstanding bugs
• Pre-prod and post-prod checklists, production deployment, handover document