QA Engineer - Customer Care

  • OVO Energy
  • Bristol, United Kingdom
  • Feb 16, 2022
Business Development Communications Engineering: All Engineering: Software

Job Description

We’re making zero carbon happen

We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. 

We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

Do great green things with OVO Energy

So much has changed since we launched in 2009.  Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

Everyone belongs at OVO

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. 

We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.

Where in the world of OVO will I be working?

This role can be based in Bristol or Remotely. 

You’d be working in the Contact Centre Excellence team, helping to enhance and maintain the platforms that our contact centre agents use to support OVO’s members. The Contact Centre Excellent team is committed to improving our members’ experiences whilst enabling an efficient, low cost operation so that we can continue to offer an award winning service.

What will I be doing?

As a QA Engineer you will play a crucial role in understanding the needs of our members and stakeholders and ensuring that our development meets the high standards required to deliver a first class service. You will do this by ensuring requirements are met, tested and will produce the desired business outcomes - every time we ship software.

Key responsibilities include:

  • Understanding incoming requirements and develop the means to test software to ensure acceptance criteria are met
  • Mitigating regression issues when we ship software to ensure we do not introduce service affecting bugs
  • Supporting business analysts in the requirements generation phase and ensuring requirements can be tested for efficacy
  • Having a keen understanding of user experience, putting yourself into the shoes of our users
  • Produce reports to sign off new developments as fit for purpose
  • Be responsible for our test environments
  • Participate in sprint planning to improve our cycle time and reduce bottlenecks
  • Liaise with stakeholders to increase understanding of business needs
  • Improve processes by identifying inefficiencies and promote new ways of working
  • Ability to prioritise work in a fast paced, ever changing environment

Is this the job for me?

  • An analytical mind to understand requirements and produce test cases to ensure quality
  • A strong sense of user experience, especially within a busy contact centre environment, to ensure our software makes our agents’ lives easier
  • A focus on customer service, experience within a contact centre will be most helpful
  • Attention to detail, spotting the little things others might miss
  • Problem solving and troubleshooting skills
  • Be curious - explore ways to break systems so that we can minimise bugs. Challenge the status quo and continuously improve processes.
  • Great communications skills, able to articulate ideas to stakeholders and engineers
  • Ability to prioritise workload and influence product managers on the priority of bug fixes
  • Plan upcoming work, coordinate testing with product teams within sprint
  • Ownership bugs, identify and track through to fix, ownership of QA environments and processes to ensure they are fit for effective testing
  • A passion for technology and a will to learn new skills
  • Experience with Salesforce, Genesys Cloud, JIRA, TestRail, GitHub
  • An understanding of automation concepts, behaviour-driven development & test-driven development

Brilliant benefits for a world-changing team

Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home.

For starters, you’ll get 34 days of holiday (including bank holidays).

Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

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