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Quality Assurance - Social Media in Peoria, IL at HGS

Date Posted: 3/29/2018

Job Snapshot

Job Description

JOB PURPOSE:

Responsible for developing quality assurance strategic objectives, policies, procedures, functions and tests as they relate to Information Technology upgrades and changes associated with the Centers for Medicare & Medicaid Services (CMS) 1-800-Medicare program, in accordance with AFFINA's objectives and goals, COPC standards, and government standards.

Support the initiative to create a high performance virtual contact center environment in support of AdminaStar Federal (ASF) and CMS strategic initiatives for the 1-800-Medicare program.

ORGANIZATIONAL PLACEMENT:

Typically Reports To: CMS Telecommunications Manager or Technical Director

Typical Reports: None

Principal Duties and Responsibilities:

  1. Assist in establishing organizational quality practices and procedures driving quality as a key organizational goal for AFFINA, ASF and CMS
  2. Coordinate process and product quality assurance projects
  3. Perform requirements analysis, and assist in requirements development as needed
  4. Manage and perform automated and manual testing on multiple applications, compose & execute test plans, cases and scripts, in accordance with application development, conducting integration, environmental, functional, stress and acceptance tests
  5. Manage version/configuration control of the various test components
  6. Improve overall quality of the Information Technologies components of the CMS program, while minimizing costs
  7. Develop and implement programs to strengthen the quality culture and provide support to all functions in the promotion and implementation of quality enhancing programs
  8. Consult with internal and external customers to gather testing and quality requirements and to propose solutions. Customers will primarily include: CMS, ASF, Arthur Andersen, AFFINA's CMS Account Team, and AFFINA's Information Technologies CMS Team
  9. Act as a Subject Matter Expert and/or Primary Point of Contact at AFFINA for IT Quality Assurance-related issues for ASF and CMS, ensuring excellent client service
  10. Coordinate the implementation of a quality assurance manual and programs
  11. Develop or assist in developing and/or maintaining a defect tracking system, and manage defects or problems to ensure they are resolved
  12. Establish procedures that insure all required testing is conducted with appropriate documentation, and that test results are reported and documented
  13. Follow and adhere to AFFINA's IT Quality Assurance policies and procedures
  14. In partnership with the AFFINA Account Management Team, assist ASF and its strategic partners associated with the 1-800-Medicare contract in the development and execution of strategic plans
  15. In partnership with the AFFINA Account Management Team, foster a virtual service environment across multiple organizations, ensuring that best practices are utilized in each participating call center and company
  16. Act as the primary point of contact for AFFINA's non-dedicated subject matter experts and internal departments to define and prepare testing and quality assurance solutions for the 1-800-Medicare program
  17. Regularly communicate status of all assigned projects to the CMS Telecommunications Manager or Technical Director

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all AFFINA employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other AFFINA employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

PRINCIPALS OF LEADERSHIP:

  • Try - Fail - Try
  • Communication
  • Teamwork
  • Embrace an Improvement Mentality
  • Walk the Talk.

Job Requirements

  • Bachelors in Computer Science related degree or comparable experience
  • Minimum of 2 years of relevant industry QA experience
  • Proficiency with office automation tools, especially MS Word, Excel, Visio and MS Project.
  • Good analytical and problem solving skills, willing to ask questions and actively seek out answers
  • Demonstrable experience developing test scripts
  • Good communication skills, both written and verbal
  • Self-starter with a positive attitude
  • Strong customer service orientation
  • Ability to work closely with others as a solid team player
  • Ability to train and mentor others informally
  • Ability to handle stress in a fast-paced environment
  • Previous experience managing customer interactions and performing in a customer-focused environment
  • Excellent leadership and facilitation skills

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