Technical Quality Assurance Manager - IVR/Genesys/Voice

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Quality Assurance Manager within PNC's Retail MIS Data and Marketing organization, you will be based in Pittsburgh, PA, Cleveland, OH, Dallas, TX, Birmingham, AL or potentially remotely. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.

As a Quality Assurance Manager, you will manage ~6 full time exempt direct reports. In this role, you will be responsible for collaborating closely with our development teams as well as release management to help resolve complex issues in a quality engineering environment as part of our customer contact center, ensuring all PNC change policies are adhered to. In addition, you will be responsible for providing leadership and initiative in a team environment, which includes, but is not limited to hiring, coaching, skills development, recognition and reward, conflict resolution, removing team impediments, staff productivity, and finally performance management, which does include disciplinary actions up to and including termination.

Due to the nature of this position, we are seeking candidates with a background in managing the back end of a contact or call center. Knowledge of backend call center technologies, such as IVR, Genesys and Voice strongly preferred. Candidates should also have experience in managing remote teams, including offshore team members.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Manages the development and implementation of plans for inspecting, testing, and evaluating software product functions and features.
• Oversee and develop product QA and test plans for each phase of the development cycle.
• Plans all resources and schedules for functional and performance QA work. Oversees the selection of the QA and testing tool-kit. Supports the overall QA strategy for the team.
• Tracks, reports-on, and works towards improvement of quality assurance metrics, tools, and processes.
• Oversees performance of individual team members and team as a whole. Identifies and addresses staff training and development needs.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Competencies

Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Process Management – Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.

Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

Software Development Life Cycle – Knowledge of and experience with using a structured methodology for delivering new or enhanced software products to the marketplace.

Software Quality Assurance And Testing – Knowledge of and ability to apply appropriate processes, tools, and techniques for assuring a high level of quality in computer software products and systems.

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Benefits

PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives.