Contact Centre Test Assurance Specialist

Role Title: Contact Centre Test Assurance Specialist
Rate: £332
Location: London or Horsham
3 days on site


Key Responsibilities

• Lead the QA workstream for the Contact Centre Transformation programme.
• Define and oversee end-to-end testing coverage, ensuring all critical areas are addressed, including:
  • Regression testing
  • Network configuration validation
  • Backup and recovery
  • Call recording functionality
  • Integration with upstream/downstream systems
  • Rollback and contingency scenarios

• Review, challenge, and validate vendor testing strategies and plans.
• Provide independent QA assurance to client QA leadership on:
  • Testing completeness and quality
  • Key risks and gaps
  • Mitigations and readiness for release

• Collaborate closely with vendors (including Wipro) and internal stakeholders to ensure alignment and delivery quality.
• Support governance, reporting, and stakeholder communication across the transformation programme.

Required Experience

• Strong experience leading QA or Test Workstreams on large-scale transformation programmes.
• Proven expertise in Contact Centre / CCaaS transformations.
• Deep understanding of testing across complex, integrated environments.
• Experience working with multi-vendor delivery models and providing independent assurance.
• Strong stakeholder management skills, including interaction with senior QA and programme leadership.

Key Skills

• Test strategy, planning, and governance
• Functional and non-functional testing (incl. regression, integration)
• Risk assessment and mitigation planning
• Vendor management and challenge
• Strong communication and reporting skills

Location

• Hybrid: 2-3 days per week onsite in London or Horsham

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