Contact Center Quality Analyst, Sr. jobs in Hattiesburg, MS

ASCEND Program Information

Southern Company is committed to building the future of energy for the customers who depend on us, the communities we serve and the industry we lead. The ASCEND program will transform how we do business, helping us elevate the customer experience, adapt to industry changes, and implement technology that offers new capabilities with more agility. It will involve implementing multiple applications, including the replacement of our meter data management (MDM) and customer service systems (CSS) with a new, Oracle customer information system (CIS) called customer to meter (C2M). Additionally, it includes implementing an advanced analytics platform (AAP), customer experience (CX) and customer engagement platform (CEP).

The new platform, to be rolled out to Alabama Power, Georgia Power, and Mississippi Power, will be implemented in phases over the next four years. Currently, we are building an ASCEND organization dedicated to helping the electric operating companies realize the vision for a modernized, efficient, digital customer experience to deeply engage with our customers and provide a more personalized experience. ASCEND will be one of the most comprehensive Customer Service and Marketing transformation initiatives in our company’s history.

Positions within the CIS Program will be filled based on the job requirements and the business needs and overall project scope. Candidates should answer all applicable questions thoroughly as this information will be used to select the successful candidates.

While these roles are expected to be hybrid work, approximately 25% travel is anticipated and for this reason, it is preferred that resources are located within the electric service territory.  The successful candidate will remain an employee of the operating company while reporting to the CIS/MDM Project Team and may report to a Southern Company Services or operating company leader for delivery.

Job Summary

The ASCEND Channel Remediation team is seeking a Quality Assurance (QA) Analyst. The QA Analyst is responsible for creating and assisting in the development and execution of manual, automated, and exploratory tests for the Customer Preference Center and the integration into customer facing websites and middleware applications, using proven testing methodologies. The candidate will actively participate within the Customer Preference Center workstream team and work closely with development teams in an agile environment. The candidate will be required to review functional requirements to assess the impact on the software applications and business processes, formulate test cases, and assist the agile teams with backlog grooming and provide feedback on acceptance criteria. The QA Analyst tasks include logging, tracking, troubleshooting and escalation of issues identified during testing cycles. Additional responsibilities include maintaining testing evidence for each test as proof of validation, evaluate testing effectiveness, and provide improvement feedback for testing processes.

MAJOR JOB RESPONSIBILITIES

• Assist the Business Process Leads in detailing the requirements, refining user stories, documenting acceptance criteria, breaking use cases to user stories and defining business rules and scenarios

• Provide guidance on process/data flows, reporting and data source requirements

• Gather and document requested business information

• Assist in translating user stories and use cases into test conditions and expected results for product and user acceptance testing

• Responsible for the creation and execution of manual test cases for all phases of testing

• Responsible for working with Automation testers to provide functional knowledge that provides input to automated testing strategy

• Work closely with other ASCEND program members to identify, track, and resolve defects

• Thoroughly document test results and assist with tracking key testing metrics and conduct periodic reviews to measure and ensure consistent progress

• Embrace the To-Be vision of the program and support team decisions

• Communicate with Organizational Readiness team as processes are defined and potential impacts are identified

• Model "Our Values": Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance in all endeavors

• Act with initiative, speed, and decisiveness

• Build productive relationships with a focus on cooperation & teamwork with various levels of the program

• Demonstrate initiative and drive to deliver positive results

• Self-motivated, proactive, and able to act with a sense of urgency

• Deliver assignments with a high degree of quality, accuracy, and timeliness without follow-up

Candidates that meet the below qualifications are encouraged to apply.

JOB REQUIREMENTS:

• BS/BA in Computer Science, Management Information Systems, Engineering, Business, or related degree preferred.

• Knowledge of business functions and applications related to customer service to understand basic functioning of Customer Preference Center (CPC), CSS and Oracle Service Cloud, Online Customer Care (OCC) web site, Voice Response Unit (VRU), or other related customer service and billing applications

• Understanding of data flow processes and architecture associated with customer preferences, proactive communications, and customer service alerts to translate user stories and create test cases for user acceptance testing

• Understand business and functional requirements and associated testing to ensure they meet business needs and create efficiencies

• Adaptable to change and able to work in a fast-paced environment

• Interpersonal skills and the ability to communicate effectively and build strong relationships with business partners, various program teams, and agile team members

• Experience taking initiative and being a self-starter in day-to-day responsibilities Excellent root cause analysis, problem-solving and analytical skills with ability to identify and document test plans, defects, and results

• Meticulous attention to detail

• Effectively organizes tasks, manages multiple priorities/details, and meets tight deadlines

• Understanding of SDLC and Agile processes

• Technical Aptitude

• Experience with automated regression testing, performance testing, and an application quality management solution preferred

• Experience with HP UFT or similar testing tools preferred

• Software Tester Certification is desired, but not required

• Adapts quickly to changing conditions and effectively manages multiple priorities

• Structured Software Testing Experience preferred

The location for this position is flexible between Atlanta, Birmingham, and Gulfport.

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 4966

Job Category: CIS/MDM QA Analyst

Job Schedule: Full time

Company: Southern Company Services