Trident Consulting is seeking a "Quality Assurance Manager" for one of our client in Charlotte, NC. A global leader in business and technology services.
Job Title: Quality Assurance Manager
Location: Onsite /hybrid in Charlotte, NC
Job Type: Contract
Pay Rate: $65
Responsibilities:
• Analyze customer journeys and business processes to identify opportunities for improving IVR and service experience.
• Gather, document, and manage business requirements by working closely with business and technical stakeholders.
• Develop business artifacts such as process flows, use cases, workflow diagrams, and user stories.
• Present insights, reports, and recommendations to support stakeholder decision-making.
• Collaborate with cross-functional teams to ensure successful solution delivery within project timelines.
• Prioritize initiatives based on business value, feasibility, and strategic alignment.
• Support user acceptance testing and validate that solutions meet business and regulatory requirements.
• Monitor IVR performance, analyze trends, and recommend continuous improvements.
• Ensure compliance with organizational policies and industry standards.
• Mentor junior analysts and promote best practices in business analysis.
• Support solution implementation and operational readiness.
• Measure post-implementation outcomes and identify lessons learned for future enhancements.
Key Skills Required:
• Requirements Gathering
• IVR/Customer Experience Optimization
• Process Mapping
• Stakeholder Management
• User Stories & Use Cases
• UAT Support
• Data Analysis & Reporting
• Cross-functional Collaboration
• Compliance & Documentation
• Continuous Improvement
• Communication & Presentation Skills.
What are the top 3 skills required for this role?
1. IVR Contact Centre and IVR Call Flow
2. Business Analysis
3. Project Management and Scrum master
About Trident Consulting
Trident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we've partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services.
We specialize in contract, contract-to-hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.
Learn more: www.tridentconsultinginc.com