UAT (User Acceptance Testing) Supervisor
Listing reference: track_000671
Listing status: Closed
Apply by: 27 January 2022
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Supervisor at Head Office based in Johannesburg. The Customer Experience Improvement Centre is responsible for providing support to the various Contact Centre environments. This role includes direct supervision of agents responsible for data cleaning, retrieval of customer information and user acceptance testing. The role furthermore requires support of projects. The candidate should be focused, customer service orientated, well-spoken and “willing to go the extra mile”.
Job description
Key roles and responsibilities:
· Oversee UAT (User Acceptance Testing) team and the Customer information retrieval team, including assigning staff to projects.
· Plan and co-ordinate all UAT and Customer Information retrieval activities to obtain timely sign off for all deliverables
· Design and manage processes and controls to ensure activities meet agreed quality standards and all relevant stakeholders have visibility of progress and quality:
-Define the policies and processes to be used by the teams
-Integrate and embed UAT processes into the IT development lifecycle
-Ensure appropriate engagement and oversight of testing quality
· Facilitate training according to the Standard Operating Procedures for all assigned teams
· Develop review, update, and create strategy around test plans/cases for each system release, including:
-Scope and objectives (identified and extracted test requirements)
-Specification of test activities (planned test approach based on both test and business requirements)
-User scenarios
-Risks
-Roles and responsibilities
-Acceptance criteria
-Test case priorities
· Log Defects according to the SOP Bug-logging Procedure
· Coordinate schedules and activities, tracking progress and results
· Analyse logs enhancements according to the SOP Enhancement-Logging Procedure
· Identify and escalate any risks and/or issues that might impact committed delivery date to test lead/test analyst
· Ensures that User Manuals are compiled according to the SOP Training Procedure
· Provide daily and weekly reporting to relevant stakeholders on team and project progression
· Identify and escalate any risks and/or issues that might impact SLAs and committed delivery dates to test releases
· Conduct Post-Test Meetings to review the process and discuss lessons learned
· Ensure all customer information retrieval activities and user acceptance tests are documented according to standards
· Ensure that UAT test documentation is compiled and escalated to the respective test analyst for CIB (Change Implementation Board) approval
· Pro-actively work with business areas to improve overall system efficiency
· Take ownership of escalated queries and ensure query resolution through liaising with all necessary parties and provide timeous feedback to customers.
· Maintain records of attendance, management of leave and time keeping as well as managing of misconduct accordingly
· Collate agreed information/data/statistics at the requested frequency/times
· Collation and discussion of KPAs monthly and implementation of Performance Evaluation/ PDP’s where applicable.
· Do regular spot checks on agent performance through call listening and “on the job” coaching. Address non-performance immediately
· Ensure that staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOPs.
· Monitor and follow up / coach regularly on individual QA scores, targets, survey transfers, telephone states when the desired outcomes are not achieved.
· Continuously foster staff motivation through creative and innovative ideas
· Assist the Project Manager with ad-hoc tasks, as required
· Requirement to travel to sites from time to time
Minimum requirements
Minimum Requirements:
· Matric coupled with 3 years working experience in the Tracker Contact Centre
· 3 years’ experience in training and facilitation on the iEvolve platform
· Experience in carrying out software testing on the iEvolve platform
· 1 year Supervisory/Leadership experience
· MS office suite proficiency (MS Word, Excel, PowerPoint)
· Tracker product and systems knowledge
· Interpersonal skills
· Technical and problem-solving skills
· Attention to detail
· Ability to work under pressure
· Ability to effectively multi-task and prioritize
· Negotiation and mentoring skills
· Written and verbal communication and presentation skills for large group settings, including management level and development team
· Reporting and documentation skills
· Own transport and Valid driver’s license advantageous
Benefits:
Medical aid, Provident Fund
Please note, should you not hear from us within 4 weeks consider your application unsuccessful.