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Test Lead

  • Location: Glasgow
  • Salary: £38000.00 - £50000.00 per annum per year
  • Job Type:Permanent

Posted about 2 months ago

  • Sector: Financial Services
  • Contact: Frederick Barclay
  • Expiry Date: 02 January 2022
  • Job Ref: JN -122021-466212


A British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.

Overall purpose of role

The Test Lead is responsible for managing end-to-end testing phases such as QA, Customer Experience (CX) / User Experience (UX) Acceptance Testing (including UAT / Business Live Proving support) as well as responsible for all end-to-end test governance for Release Implementations for products, large/complex projects or a Programme of initiatives that impact the core systems, applications & platforms across the Contact Centre Technology estate and AWS Cloud Platform Services.

Key Accountabilities

Test Strategy & Management

Support the Head of CX/ QA Testing & Leadership team in defining and embedding all aspects of the end to end Test control across the Contact Centre Technology environment.

The Test Lead is responsible for supporting, defining and embedding Test Strategy, planning, reporting and execution (including QA / UAT & Business Live Proving) of Contact Centre applications and AWS services across the Contact Centre Technology estate. Specifically, responsible for supporting the Senior Leadership team in defining, embedding and delivery of best practice test strategies to drive out test optimisation & efficiency, automation and quality control:

· Analyses the outcome and priority of key strategic & cluster projects.
· Delivers effective Test management within contact centre Technology programmes, identifying appropriate timelines, financial and resource requirements/implications and fit with other activities, including business as usual.
· Drive Test Automation strategy through effective tools and QA & CX/UX best practise
· Support and drive the technology roadmap strategy for AWS services
· Define Test Strategies and manage overall test governance and reporting
· Working with the developer community to support Test Driven Development (TDD) and Behaviour Driven Development (BDD), define appropriate test phasing and coverage and automation scripting.
· Support feature backlog refinement process with business analysis (BA) and Product Owner / stakeholders in defining detailed 'testable' requirements through user story refinement / acceptance criteria for creation of Acceptance Test scenarios (Features / MVP) through AGILE delivery
· Manage overall end-to-end testing delivery and test governance / MI across
· Responsible for resource management activities within the programme/ projects and ensure effective utilization
· Execute tests and collate evidence (as required)
· Ensure constructive working relationships within team
· Ensure data planning is extensive, planned, executed and available to support manual and test automation
· Own the test tasks for their respective team
· Reviews the Test Environment Specification and Coordinates with the Test Environment Manager
· Manage and influence test approach for the scrum team with consideration of dependencies across other scrum teams
· Share knowledge to the test community on new features (both in technology and business change)
· Analysis and review of Contact Center Technology applications & Tool requirements into the contact centres to ensure optimum contact delivery
· Responsible for conducting testing activity on a large/complex projects including the development of the Test Strategies & Management duties including governance gates (AGILE, SDLC etc)
· Responsible for extending the governance support for all the testing phases of the projects like CIT/System testing/UAT/OAT etc as appropriate
· Evidence test execution and defects to support the S05 Agile Change Lifecycle (BACL) Governance or Lean Control tool (LCT)
Test Execution and Change Management
· Support small change process for application changes within Transaction 15 (Contact Centre Technology) (BAU & project initiated changes)
· Responsible to work with business stakeholders to define a clear testing scope to inform the planning of User Acceptance Testing and Business Live Proving for telephony applications under Contact Centre Technology
· Responsible for the analysis of business requirements to create and maintain testing products for User Acceptance Testing (UAT) such as test scripts, scenarios, reporting and defect management under Contact Centre Technology remit
· Responsible for Managing UAT activity on a large/complex projects including the development of the UAT Approach Plan
· Responsible for QA UAT activity within an AGILE sprint team
· Support development of Test Management 'Centre of Excellence' using industry best practise techniques, training and reporting tools i.e. Agile Central / Jira
· Support and deploy projects to improve desktop and telephony application systems
· Execute and support the business telephony & IVR application strategy
· Monitor the progress of delivery, including networking across the Group to anticipate issues before they arise and plan mitigating actions in advance

Stakeholder Management and Leadership

· Fostering good working relationships with internal customers (internal stakeholders, as well as other clusters including BUK & BI) and external relationships (e.g. TECH , external 3rd party providers) to ensure that all incidents that impact Barclaycard are managed effectively
· Providing regular and timely assurance reports to key business unit stakeholders on any aspect of testing across Contact Centre Technology estate

Decision-making and Problem Solving

Develop and implement new business change processes, systems, products and services to support testing on a change project. Provide an aggregate high level view of the combined proposed solutions and ensure alignment with the change solution. Manage interdependencies across projects/programmes and leverage synergies across projects/programmes to maximise return on investment. Review the to-be business process design to understand organisation/role impacts and create role descriptions for business process testing roles

· Knowledge and experience of test management lifecycle particularly User Acceptance Testing (UAT) and Business Live Proving (BLP) from a Customer experience perspective.
· Understanding of Contact Centre practises and operations within Financial Services
· Change management experience with an understanding of process & control management
· Relationship management, influencing the decision making process

Person Specification

· Test management and execution of complex applications and integrations.
· Test management and execution experience of Customer and colleague facing applications across usability, functional and non-functional requirements
· Knowledge and experience of Test Management and overall testing lifecycle
· Testing experience would be an advantage
· Knowledge and understanding of change methodologies such as AGILE
· Experience of change management in a contact centre environment.
· End-to-end test management, from testing scripts, designing and execution
· Contact centre experience (Agent Desktop applications and platforms, telephony toolbars and other common telephony related applications including mobile applications)
· Detailed knowledge of Telephony & IVR applications in a fully virtualised multi-site environment
· In-depth knowledge of desktop applications, telephony toolbars call routing & customer experience management within the call centre environment
· Knowledge of technical applications, platforms and infrastructure within contact centres
· Detailed understanding of desktop applications used within the group
· Knowledge and experience of testing lifecycle particularly User Acceptance Testing (UAT) and Business Live Proving (BLP) from a Customer experience perspective.
· Understanding of Contact Centre practises and operations within Financial Services
· Change management experience with an understanding of process & control management

Essential Skills/Basic Qualifications:

· Strong experience and knowledge of all testing processes including defect management
· Awareness banking applications & Infrastructure
· Previous interaction with designers/PMs/management

Desirable skills/Preferred Qualifications:

· Complex Contact centre test experience (Desktop, Speech IVR, Softphone, Routing, Chat, Core Platforms,)
· Knowledge and understanding of change methodologies such as AGILE
· Automation Testing and tools experience
· Experience of change management tools such as JIRA, Rally (Agile Central), Confluence.
· Understanding of Contact Centre practises and operations within Financial Services
· Experience of System, System Integration and QA / User Acceptance Testing
· Experience of Agile delivery
· Experience in testing governance & defect management