Quality Analyst, CCM - Customer Communications Management

@ Link Group (Australia, Australia) 14 days ago


Link DigiCom provides internal and external clients with efficient and effective delivery of marketing and transactional correspondence and communication solutions.

The Customer Communication Management (CCM) Quality Analysts are part of the Link DigiCom IT Development team and provide a quality assurance function across business correspondence on behalf of the team. CCM Quality Analysts ensure all works are in alignment with documented business requirements and are fit for business purpose. This includes, but is not limited to, ensuring adherence to design principles, governance protocols and ongoing enhancement initiatives - across physical and electronic channels, as directed by the Team Leader, CCM Quality Analysts or the IT Development Manager.

Key Accountabilities and Main Responsibilities

  • All CCM Quality Analysts are charged with providing quality business, data and content quality assurance outcomes that delivers correspondence and communications solutions that are sustainable with an improved/reduced cost to serve where possible.

Quality Assurance

  • Prepare quality assurance test plans covering risk assessment, tasks, estimates for execution of test cases and re-test plans

  • Execute test activities on behalf of the business and/or internal delivery teams

  • Prepare test cases for test execution phase based on risk assessment and seek sign-off for scope and breadth of testing

  • Raise defects and monitor defects to resolution

  • Prepare test status reporting and update based on test execution status

  • Prepare environment requirements for test execution to ensure that planned test cases align with data and scenarios available in application

  • Review and provide appropriate feedback on Business Requirements, Test Strategies, Test Plans and test cases

  • Review project plans and provide comments based on a Quality Assurance perspective

  • Proactively identify opportunities for improvement that deliver increased customer satisfaction, improved turn-around times and/or quality, in provision of transactional or marketing communications and associated supporting processes/systems

  • Ensure delivery of correspondence template types are fit for operational and overall business purpose.

  • Deliver to agreed timelines and highlight any risk to delivery

  • Appropriate communication, monitoring and management of tasks assigned

  • Work with key stakeholders and business partners to ensure all requirements are understood

  • Ensure compliance with all regulatory and legal obligations at all times.

Experience & Personal Attributes

  • Understanding of document data and template management concepts for large volume and complex transactional communication types

  • Demonstrated experience in data management, mapping, practices and principles

  • Demonstrated experience in a similar or test analyst based role

  • Demonstrated CCM experience/understanding

  • Mail house understanding

  • Strong experience in UAT

  • Extensive experience in System, System Integration and Regression testing techniques

  • Strong understanding of the testing lifecycle

  • Good communication both written and verbal

  • Solid knowledge of defect management principles and processes

  • Working Knowledge of HP ALM and JIRA

  • Experience in writing SQL queries

  • Familiar with automated test suites

  • Formal training in testing and test qualifications preferred

  • Excellent written and verbal communication skills

  • Strong analytical and problem solving skills

  • High levels of attention to detail

  • Testing Analysis experience in superannuation, financial services or related disciplines preferred

Quality Analyst, CCM - Customer Communications Management

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