IVR/ chat User Experience & Reconciliation Specialist

Responsibilities:

• Develop, execute, and validate test scenarios focusing on user experience and flow accuracy for IVR systems.
• Monitor testing progress, document results, track defects, and escalate issues to engineering teams for resolution.
• Review and reconcile files received from external partners, utilizing spreadsheet tools (pivot tables, comparisons) to identify discrepancies, errors, or gaps.
• Communicate with customers or stakeholders, reviewing proposals and documentation to ensure compliance with style guides and standards.
• Identify areas where proposals or documents do not align with style guides, and either suggest solutions or escalate to appropriate teams.
• Collaborate with cross-functional teams to improve testing procedures, reconciliation processes, and communication standards.
• Maintain clear documentation of testing activities, reconciliation findings, and communication points.

Qualifications Needed:

• Proven experience in IVR testing, mobile user experience validation, reconciliation activities, and customer communication.
• Strong proficiency with spreadsheet tools, especially pivot tables, data comparison, and analysis.
• Excellent communication skills, with the ability to review and critique proposals and documentation for style guide adherence.
• Analytical mindset with the ability to identify discrepancies, gaps, and propose solutions.
• Ability to collaborate effectively with engineering, customer teams, and other stakeholders.
• Attention to detail and a structured approach to problem-solving.

Metasys Technologies/NVISH is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.