IVR Testing Analyst
citi
Job Description
- Provide assistance with a product or product component development within the IVR testing domain
- When necessary, conduct product evaluations of vendors
- Assist with application prototyping and recommend solutions around implementation. Learn and apply features of the Cyara tool that can be used in the IVR testing.
- Provide third line support to identify the root cause of issues and react IVR application outages as needed
- Work with the Manager to Identify and prioritize the small and medium applications that can be automated for all Line of Business.
- Develop in the Cyara tool the apps to be automated. building CX models and generating test cases. Maintain and keep up to date the apps already automated.
- Proactively identify IVR opportunities to automate.
- Responsible for the Cyara Monthly Monitoring of the Quality Message playing in the IVR for all Front End and direct dial TFNs, and the Military Lending act for Brands and Citi Retail Services.
- Support projects and provide project status updates to project manager. Perform the Bot testing for the Conversational IVR Projects in English and Spanish, using the Cyara Tool and Kore.ai
- Build digital efforts for automation through CBOL/MBOL
- Partner with all IVR testing teams to identify requirements and assist with defining application/system requirements and processes
- Create installation documentation, training materials, and deliver training to support the organization in the apps that are created for automation
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Make sure that the automation testing Follow the Audit Process and obtain all the documentation needed for audit.
- Able to communicate with associates of different levels and Line of Business through reporting and presentations.