Senior Interactive Voice Assistant Quality Assurance Analyst

This position is not eligible for visa initiation or visa transfer either now or in the future.
About this role:
Wells Fargo is seeking a Senior Systems Quality Assurance Analyst to support the validation and testing of AI-driven customer experience solutions as part of our migration to a new Contact Center as a Service (CCaaS) platform. In this role, you will ensure that Interactive Voice Assistant (IVA) application matches our business requirements and meets a high standard for a quality customer experience
In this role, you will:

• Analyze business requirements, functional system design specifications to create test strategies, test plan and test cases
• Specify test data requirements and work with enterprise data team to obtain necessary test data
• Document test cases and risk research and create test plans
• Record test progress and results
• Identify and track issues throughout testing
• Work with Product Owner/Product Managers and Tech partners to confirm issues identified during testing and validate that requirements are met
• Perform manual and automated testing
• Consult with users providing advice and direction
• Develop standards and procedures to determine product quality and release readiness
• Drive innovation and streamline overall testing processes
• Research system features being tested
• Partner with Engineers to develop testing strategy
• Log, track and verify resolution of software and specification defects
• Understand and ensure compliance and risk management requirements for supported area are met and work with other stakeholders to implement key risk initiatives
• Collaborate and consult with peers, colleagues and mid-level managers to resolve issues and achieve goals
• Lead projects, teams or serve as a mentor for less experienced staff

Required Qualifications:

• 4+ years of Systems Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ year of experience working on knowledge and understanding of contact center environments and associated telephony technologies including Interactive Voice Response (IVR)/Interactive Voice Assistant (IVA) systems and routing platforms (i.e. Five9, Dialogflow CX, Nuance, Genesys)

Desired Qualifications:

• Bilingual conversational proficiency in English and Spanish for speech and text translations
• Knowledge and understanding of Interactive Voice Response (IVR)/Interactive Voice Assistant (IVA)
• Experience reviewing business requirements, functional specification documents, voice design flows
• Knowledge and understanding of creating manual and automated test plans, test cases, test procedures, test scripts, and expected results
• Knowledge and understanding of application testing methodologies, tools, and execution (i.e. ALM, Octane)
• Knowledge and understanding of project management and agile methodologies, processes, and tools (i.e. Scrum, Kanban, Jira)
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to deliver concise, time critical information to all levels of management, technology and business teams
• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Ability to work on-site 3 days a week; position offers a hybrid work schedule
• Relocation assistance is not available for this position
• No visa sponsorship offered

Locations:

• 1801 Park View Dr. Shoreview, Minnesota
• 401 Las Colinas Blvd, Irving, Texas
• 4101 Wiseman Blvd, San Antonio, Texas
• 401 S. Tryon Street, Charlotte, North Carolina

Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$87,000.00 - $154,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:
18 Nov 2025
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.