Every week, Kaiser Permanente's Contact Center Strategy (CCS) Testing team within the Health Plan Portfolio achieves another remarkable benchmark in IT systems delivery of clinical, insurance, financial and administrative information. It's all part of an immense and ongoing migration to a national IT system to better serve our millions of members throughout the country with quality health care. The CCS Testing group provides quality assurance and testing services to the Contact Center Strategy local, national investment projects in California / most Regions outside California (ROC) and in so doing is a critical component in the development of quality systems for the organization.
Within the Contact Center Strategy portfolio, the Telephony Infrastructure program mitigates KP's existing, outdated contact center platforms or migrating to new technology, depending on the needs and priorities of each contact center. The new technology provides essential, updated services such as intelligent/skills based routing, interactive voice response, quality assurance / contact recording, multi-channel access, workforce management, enhanced reporting/analytics, load balancing, and disaster recovery preparation. The program has a very aggressive implementation schedule beginning with the MAS Clinical implementation in Q2 of 2013, followed immediately by the NW Clinical and MSCC implementations in Q3 2013 and subsequent sites to be implemented from Q4 2013- 2015.
The MSCC sub portfolio seeks a Testing Lead for its Contact Center Strategy Telephony Infrastructure Project. The Testing Lead will oversee development and execution of project plans which are aligned with and follow the appropriate project delivery process for the testing phase, which may include work plans, schedules, milestones, and critical paths. The Test Lead will work extensively with the Vendor to formulate test strategies and carry out the Test execution for multiple tracks of work with multiple regions. The position requires 4-6 years of Test Lead / supervision experience in a Web, Windows environment. In addition, the position requires a solid understanding of the Software Development Life Cycle, QA theory and practice, system architecture (web, enterprise and mainframe), databases and EDI. Experience with Contact Center / Telephony Infrastructure Applications in a health care system and clinical applications is very desirable along with excellent communication (written, verbal), technical/analytic acumen, and project/defect/time management. The position will be responsible for leading test teams of 10+ staff (FTE, onsite and offshore contractors) and will lead the test team on all aspects of QA work activities.25-50% travel is required. This individual will report to the CCS Testing Manager.
Essential Functions:
- Reviews time and resource estimates for projects and tracks actual hours to budget.
- Ensures implementation of the established methodologies, processes, standards and tools within the context of the appropriate project delivery process
- Ensures that quality strategies and plans meet Master Test Strategies for all projects that require IT Testing services
- Ensures that the appropriate participants are identified and meetings are conducted or conducts meetings to ensure testing process is properly executed.
- Determines methods and procedures on new assignments; instructs guides and oversees the work of other staff members; and assists in the selection of technical staff.
- Assists with hiring of staff, including onshore and offshore contractors.
- Builds and maintains successful working relationships with customers of IT Testing.
- Acts as the Single Point of Contact (SPOC) on behalf of IT Testing with customers, representing functional system testing, test data administration, test automation and defect management for the assigned tracks/ sites.
- Follow CDP phases as to the quality management
- Work closely with Vendor during the course of the TI Implementation
Qualifications:
Basic Qualifications:
- 8+ years experience in Quality Assurance/ Testing procedures, testing methodologies.
- Bachelors degree in Computer Science / Business or equivalent experience
- Experience leading /coordinating large testing projects spanning multiple applications and teams
- Experience with testing of various technology platforms, which includes Telephony via Interactive Voice Response (IVR), and Web
- Minimum of 3 years supervisory experience in a Web, Windows Testing environment.
- Experience creating testing estimates and manage testing budgets
- Experience managing onsite / offshore contractors
- Experience with finance systems (Forecasting and Budgeting)
- Experience with MS project, be able to create Project Plans.
- Must have excellent written and verbal communication skills
- Must have excellent knowledge of quality assurance procedure, testing methodologies and development lifecycle experience.
- Working knowledge of SOX guidelines as they relate to testing.
Preferred Qualifications:
- Well organized with a positive attitude, and ability to work and communicate with all levels of management including external partners such as Vendors, System Integrators etc
- Experience in the Healthcare industry/ domain
- Experience of Testing & Automation Tools such as HP Quality Center, QTP, Win Runner , ITKO LISA, etc
- Knowledge of SOA Architecture is a plus.
- Familiarity with any Kaiser applications is a big-plus
- Experience with Contact Center Applications like Pega Systems
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.