Director User Acceptance Testing

Profile

Description

The Director of User Acceptance Testing (UAT) drives performance and collaboration across the enterprise with the goal of ensuring user acceptance testing teams drive and deliver quality testing results based on the business requirements . This role will partner with and influence leaders through the company in order to create alignment, inspire action, and deliver tangible results. This position identifies process improvement opportunities and identifies and drive change to improve consumer's experience.

This Director drives software testing teams to deliver timely and quality testing results. Oversees and manages the team to complete test execution, test case documentation, test strategy, defect triage and retest, regression planning, and post production validation for IVR (Interactive Voice Response), CRM (Consumer Relations Manager), Mentor, Telephony, Softphone and CECP (Consumer Experience Center Platform) applications. Drives department's test strategies to ensure they are consistently executed and documented. The Director has an in-depth understanding of how enterprise software testing is executed. This position will lead a team of 50 analysts (18 direct reports and 30 contracted resources).

Responsibilities

Key Responsibilities

Manage software quality engineer and business analysts who develop, execute, automate, and triage defects for Enterprise Shared Services supported applications

Provide guidance to test managers and testing leads to identify testing gaps and process improvement opportunities

In depth knowledge of the software development cycle and quality assurance methodologies to ensure all testing teams are aligned with Humana standard of quality testing

Provide direction to test manger as it relates to product driven test strategies using agile methodologies

Hires, trains, develops talent for growth opportunities

Ability to understand the Enterprise release schedule and call out any changes to the test plan

Quickly develop and communicate a detailed understanding of impacted business flows

Facilitates learning opportunities for the team

Ensures documented process and resources are provided to each individual on the team to ensure each person has the tools required for their role.

Align on UAT program communication to include overall UAT status, barriers, mitigation of critical and high defects and deliver a clear and concise format to appropriate stakeholders

Oversee defect management for all UAT work streams and assist in removing impediments to testing

Align with business and IT leadership on high-level testing strategy for IVR, CRM, CECP, Softphone and Integrated Telephony

Manages team's performance, provides timely feedback, provides resourcing support as needed, and sponsoring and coaching team through rapid change

Manage both associates and contracting resources

Utilize strong business acumen and analytics to manage and improve testing process and quality outcomes

Communicate, tracks and drive consistent Key Performance Indicators for defects, post release defects related to testing gaps and cost savings are tracked and communicated to senior leadership across CPSS

Key Candidate Qualifications

Required Qualifications

Bachelor's degree or equivalent years of experience

4 or more working on software testing or business analyst teams

3 or more years of previous Leadership Experience

Working knowledge of ad-hoc query tools and data repositories that support data extraction and manipulation

Knowledge of Systems Development Life Cycle

Experience in problem analysis and strategic process alignment

Comprehensive knowledge of all Microsoft Office applications including Word, Excel, Access, PowerPoint, and Visio

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Excellent communication and strong focus on process improvement

Preferred Qualifications

Master's degree

Passion to contribute to an organization focused on continues improvement of our customer's experience.

Microsoft, SAFe or SCRUM Agile Certifications

Genesys or Cloud platform testing knowledge

Comfortable with qTest, Jira, Azure, Excel, Access, Visio etc.

Strong communication and presentation skills

PMP Certification

2 years of customer service and/or call center operations experience

Test automation strategy experience

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com