Specialist, Contact Centre UAT and QA

Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

JOB DESCRIPTION :

SCOPE OF WORK

• Validate contact centre workflows including call routing case management and omnichannel features in Salesforce.
• Test CTI integrations and IVR workflows for accuracy and stability.
• Conduct endtoend QA for agent desktop functionalities and escalation flows.
• Document and track defects in JIRA/ServiceNow ensuring timely resolution within SLA.
• Support UAT planning and execution including test script preparation and coordination with business users.
• Maintain QA documentation including SOPs test cases and change logs.

KEY RESPONSIBILITIES

This role is accountable and responsible for the following:

• Execute QA test plans for contact centre processes and integrations.
• Monitor and report QA metrics defect trends and resolution timelines.
• Collaborate with stakeholders to address gaps and improve workflows.
• Prepare QA reports and recommend continuous improvements.
• Ensure compliance with operational standards and governance.
• Facilitate UAT signoff and golive readiness.

DELIVERABLES

• Test cases covering contact centre workflows.
• Integration validation reports and defect logs.
• UAT completion documentation and signoff records.
• Training support materials for contact centre teams.
• Weekly QA performance reports with recommendations.

KPI/KEY METRICS :

• SLA adherence (FRT and ART).
• Backlog size/ageing and reduced reopen rates.
• Operational QA scores (nonUAT).
• Customer satisfaction metrics (CSAT/NPS where applicable).
• Incident resolution SLA compliance.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.