Contact Centre Test Assurance Specialist

Summary: The Contact Centre Test Assurance Specialist is responsible for leading the QA workstream for a Contact Centre Transformation programme, ensuring comprehensive testing coverage across critical areas. This role involves collaborating with vendors and stakeholders to validate testing strategies and provide independent QA assurance. The position requires strong experience in large-scale transformation programmes, particularly in Contact Centre environments, and emphasizes effective communication and stakeholder management. The role is hybrid, requiring 2-3 days per week on-site in London or Horsham.

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.

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

Salary (Rate): £332 daily

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

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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