IVR/ chat User Experience & Reconciliation Specialist

Metasys Technologies/NVISH • Austin, TX

6d • Hybrid

About The Position

This role focuses on ensuring a high-quality user experience for IVR and chat systems, as well as performing reconciliation of data received from external partners. The specialist will be responsible for developing and executing test scenarios, monitoring testing progress, and reconciling files to identify discrepancies. Strong analytical and communication skills are essential for this position.

Requirements

• Proven experience in IVR testing, mobile user experience validation, reconciliation activities, and customer communication.
• Strong proficiency with spreadsheet tools, especially pivot tables, data comparison, and analysis.
• Excellent communication skills, with the ability to review and critique proposals and documentation for style guide adherence.
• Analytical mindset with the ability to identify discrepancies, gaps, and propose solutions.
• Ability to collaborate effectively with engineering, customer teams, and other stakeholders.
• Attention to detail and a structured approach to problem-solving.

Responsibilities

• Develop, execute, and validate test scenarios focusing on user experience and flow accuracy for IVR systems.
• Monitor testing progress, document results, track defects, and escalate issues to engineering teams for resolution.
• Review and reconcile files received from external partners, utilizing spreadsheet tools (pivot tables, comparisons) to identify discrepancies, errors, or gaps.
• Communicate with customers or stakeholders, reviewing proposals and documentation to ensure compliance with style guides and standards.
• Identify areas where proposals or documents do not align with style guides, and either suggest solutions or escalate to appropriate teams.
• Collaborate with cross-functional teams to improve testing procedures, reconciliation processes, and communication standards.
• Maintain clear documentation of testing activities, reconciliation findings, and communication points.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed