Xerox

OVERVIEW:

We are seeking a skilled, experienced and detail-oriented Quality Assurance Analyst to join our team at our Scarborough, ON production site. The Quality Assurance Analyst will be responsible for analyzing work processes, creating, managing and executing a Quality Assurance Program that will provide visibility on quality (error rates, systemic issues) that arise from business-as-usual operations.  The ideal candidate will possess strong analytical skills, excellent communication abilities, and have a deep understanding of Quality Assurance operations and a general knowledge of IT systems, especially in the insurance or financial services sectors.

PRIMARY RESPONSIBILITIES:

• Create a comprehensive Quality Assurance Program that will measure and report on the error rates of key business processes for a key insurance client in Canada.  The goal of the program will be to achieve and exceed contracted Quality targets.

• Ensure that a statistically based number of daily samples are taken from “in Scope work processes” to calculate error rates, driving both trending as well as possible areas of improvement.   Analyze the samples taken for errors, omissions and tabulate the results.

• Identify opportunities for process improvements and contribute to ongoing optimization efforts.

• Collaborate with stakeholders on process improvement initiatives (Operations, Technology, Solution Architects and Account Management) to improve the service and seek to create error proof processes over time.   

• Consistently manage expectations and negotiate with stakeholders to determine the most accurate and appropriate definition of quality metrics and priorities.

• Chair Quality Assurance meetings, informal and formal review meetings and lead Quality Assurance presentations.  Develop and document detailed Quality Assurance programs, processes, and methods for client presentation.

• Lead Quality testing, reporting on results, ensuring quality and adherence to the Quality Assurance requirements.  Ensure testing meets or exceeds Quality Assurance requirements.

QUALIFICATIONS, SKILLSETS & ABILITIES:

• Bachelor’s degree in Information Technology, Quality Assurance, or related work experience

• Minimum of 3 years of experience as a Quality Assurance Analyst, preferably in the insurance industry.  Experience in the banking industry will also be considered

• Strong analytical and problem-solving skills

• Proficiency in data analysis tools and techniques

• Proficiency with Software Platforms including Microsoft Excel, Microsoft PowerPoint, Microsoft Visio, Microsoft Project, Jira

• Excellent communication and interpersonal skills

• Ability to work collaboratively with cross-functional teams

• Experience with Quality Assurance process workflow and documentation tools

• Certification in a Quality Assurance role would be an asset

• Knowledge of Business Analyst and Project Management methodologies and tools