Job description
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Consultant Specialist.
In this role, you will:
• Work as part of Global IVR Test Engineering team for IVR Testing.
• Align to business partner's goals for the Technology / Domain / Project and deliver goals as per agreed schedules & specifications.
• Provide technical inputs to assist TL / APM to create project Plans & schedules, effort estimates, requirement gathering & analysis, risk analysis.
• Timely and appropriate escalations, only where necessary, appropriate measures are taken to improve and sustain high quality and prevent recurrence.
• Understand & analyses changes in technology & process across the Group / regions that would impact development & support of builds & tools.
• Buddy/mentor for a new recruit / TSE and SE in technical areas
• Ensure the project delivery does not suffer while replacing a resource
• Handle technical escalations for team
• Conduct relevant training sessions to develop skills of team members that would benefit in their day to day job / increase all round awareness of various technologies, standards & processes in project. Training sessions to be conducted with appropriate training material & hands on labs.
• Suggest & implement best-in-class industry practices in the projects, as applicable.
Requirements
To be successful in this role, you should meet the following requirements:
• 8+ years of experience of IVR testing using Cyara.
• Must have knowledge in manual testing & Strong knowledge of software QA methodologies, tools and processes in writing clear, concise and precise test cases and executing them.
• Document test cases
• Record test progress and results.
• Create test plans.
• Identify and track bugs throughout testing
• Identify any potential problems that users might encounter
• Research and analyse product features being tested.
• Create detailed, comprehensive and well-structured test plans and test cases
• Access and analyse requirements using IVR callflow diagrams.
• Should have experience of IVR testing and banking domain knowledge.
• Should have hands on experience of Natural Language Call Starring testing (NLCE) / voice Bio testing
• Experience on HP QC test management tool.
• End To End IVR testing experience will be beneficial from call dialing in IVR till call transfer to an agent.
• Added advantage if candidate have experience in testing Voice Biometrics and Speech / Conversational IVR’s.
• Basics about Agent Toolbar Testing
• IVR test estimation.
• IVR report testing.
• High level understanding of Genesys platform.
• Knowledge of Cyara tool for test automation, Hammer tool for performance testing
• Should have prior experience of managing / working with global team
• Maintain an agile mind-set by adopting the practices and processes identified as being required for our domain, leveraging agile delivery methods.
• Must able to lead / guide junior resources working on multiple projects
• Able to lead multiple IVR projects simultaneously
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by – HSBC Software Development India