IVR Testing Analyst

IVR Conversational AI and Automation Testing – C10

The Testing Intermediate Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

• This role is to focus on building automated test scripts to improve quantity and quality of work through put for the three LOBs (Retail Banking/CRS/Brands). In addition to building IVR automation, the resource is expected to work on BOT and Digital efforts & Gen AI for automation
• The Intmd Analyst is an intermediate level position responsible for a variety of automation activities including the design and use of software in coordination with the Technology team. The overall objective of this role is to ensure quality standards are being met within existing and planned frameworks primarily using the Cyara Automation product
• Responsibilities: 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.

Qualifications:

• 5-7 years of relevant experience
• Exposure to CYARA automation software preferred
• Exposure to Gen AI tools, Prompt Engineering Certifications will be an added advantage
• Experience in Chat Ops, IVR, Cust Service in a banking industry would be an advantage
• Technical experience – Sound knowledge on query & rational Data base
• Experience working in Financial Services or a large complex and/or global environment
• Experience in the writing of testing scripts/scenarios
• Consistently demonstrates clear and concise written and verbal communication
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Demonstrated analytic/diagnostic skills
• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Proven track record of operational process change and improvement
• Working knowledge of software programming and algorithms
• Comprehensive knowledge of the Cyara Tool will be an advantage
• Primary Job Hours: 3:30 PM – 12:30 AM India Time M-F. Some weekend work necessary for install coverage to be determined on as needed basis

Education:

• Bachelor’s degree/University degree or equivalent experiences

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