Associate Quality Assurance

2 weeks ago

Toronto, Canada LifeWorks Full time

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

As a part of the Learning and Performance Department, the Quality Monitoring Team supports in creating and maintaining CAC quality standards. The QMA will contribute to the ongoing development of CAC qualitative performance for client calls and chats for new and existing agents across all customer-facing teams. The individual will interact regularly with CAC Leadership Team, front-line agents, Learning and Performance, and Quality Assurance Review (QAR) to drive excellence in client service and improve client satisfaction within the LifeWorks Care Access Centre (CAC).

**Responsibilities**:
Produce the analyses needed to plan and set up tests

Analyze technical documents to extract requirements, scenarios and test cases, then document everything in the test tool

Develop test scenarios, taking into account the coverage required and suitable test techniques

Keep the test catalogue documentation up to dates as products and functionalities are added

Run tests in the integrated solution

Note any problems identified during tests and use the established procedure to report them

Follow up to ensure requests are processed within a reasonable time frame and verify the corrections

Report to team manager on test status

Prepare or revise Prepare or revise procedure documents and help implement best business practices (BBP)

Succeeding as a Business QA Analyst, will require the following core qualifications and skills

Degree in quality assurance, business administration or equivalent work experience

Proven attention to detail, analytical skills and ability to summarize

Comfortable with work that involves daily routine tasks

Ability to manage own priorities and meet deadlines in a changing environment

Work well on a team and independently

Excellent communication skills in French and English, oral and written

Aptitude for working in a computerized environment

Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

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