Business Systems Consultant - Quality

Overview

Drive the implementation of company-wide business projects and initiatives focused on enhancing productivity. Ensure thorough testing, particularly for the Contact Center, UTS, Insurance Operations, and Marketing units, covering new projects, system enhancements, change requests, and interdepartmental processes. Oversee all phases of software quality testing to confirm that implementations are defect-free and perform as expected, with no unintended impact. Collaborate closely with the Project Management Office (PMO) and Application Development and Solutions Delivery (ADSD) Team. Collaborate with Business Systems - Support, as needed, to ensure timely communication of system changes. Provide technical support to the Contact Center, based on business need. Work hours will align with the operating hours of PMO and ADSD teams and Contact Center hours of operation.

Responsibilities

What you will do:

• Maintains a clear understanding of Gerber Life Contact Center systems.
• Translate business needs and processes into clear, actionable system requirements and specifications. Develop and maintain documentation for IT applications, including system requirements and test scenarios, ensuring alignment with established standards and methodologies.
• Collaborate with project management, business analysts, IT developers, and other stakeholders to deliver project outcomes, ensuring adherence to quality standards, risk management protocols, and methodologies. Facilitate knowledge transfer on documentation practices and project-specific techniques to Business Systems Consultants.
• Evaluate project impacts and risks, escalating issues and risk appropriately, including project timeline impact.
• Execute iterative testing processes, including user acceptance, end-to-end, and regression testing, to validate system functionality and integrity. Track, analyze, and report defects with detailed reproducibility steps, ensuring traceability to test scripts and requirements. Document and communicate test outcomes to support production validation as needed.
• Utilize change management systems to document and track defect remediation, change requests, and enhancements. Generate change requests that enhance productivity, supported by strong ROI cases for prioritization.
• Applies fundamental test process activities as required.
• Provides assistance to Business Systems - Support, managing reports of issues from Contact Center and Operations users as needed. Identifies widespread/mass issues, escalating to the appropriate technical team. Follows issue through to resolution and communicates updates to Contact Center users.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree or commensurate experience - Required
• Proven desire for achieving excellence in customer satisfaction, process and product quality, and reliability. - Required
• Proven experience identifying, defining and quantifying problems; collecting or interpreting data, establishing facts and providing effective solutions. - Required
• Proven experience handling multiple duties and completing assigned tasks accurately and timely. - Required
• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations. - Required
• Proven examples of managing multiple and conflicting priorities with excellent organizational skills. - Required
• Demonstrated experience working effectively within a team. Provide examples of motivating co-worker in difficult situations. - Required
• 2+ years of general Contact Center operation experience with a high level of customer focus preferred. - Preferred
• Proficient experience with Gerber Life Contact Center and Insurance Operations technology including telephony platform/functions, Lipgloss, Mainframe, Caesar (Sales Portal), and Underwriting Workbench. - Preferred
• Ability to understand business needs and translate them into relevant business requirements. - Preferred
• Must be a Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. -
• Highly reliable, trustworthy, honest, and commitment oriented. -
• Flexible and able to work under tight deadlines while prioritizing tasks effectively. -
• Self-directed, highly motivated, and able to work independently. -
• Excellent verbal and written communication skills and effective interaction with all levels of staff and management. -
• Learning agility with the ability to quickly learn new systems and processes. -
• Accurate and thorough attention to detail and focus on continuous quality improvement. -
• Strong knowledge of Microsoft products, including Word, Excel, Access, a