Quality Engineer Lead

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Quality Engineer Lead within PNC’s Retail Tech organization, you will be based in Dallas, TX or Pittsburgh, PA., Seeking a bilingual (Spanish/English) QA Tester to support IVR and call flow testing for contact center applications. The role focuses on validating customer call journeys, prompts, routing, and language accuracy across English and Spanish experiences., * Execute manual IVR and call flow testing in English and Spanish

• Validate prompts, menus, routing logic, and error handling
• Ensure Spanish translations are accurate and customer-appropriate
• Document defects and support release validation, * Leads the development and review of test strategies and plans to ensure alignment with project goals, including scope, tools, and testing approaches. Provides guidance to more junior team members regarding testing needs.
• Identifies and addresses resource and environment gaps, escalating unresolved or recurring issues to appropriate Quality Engineer leadership.
• Monitors and manages testing risks and defects, ensuring they meet ECO standards and are accurately reported.
• Prepares and delivers test summary reports and documentation for Technology leaders, Governance/Risk teams, and business stakeholders.
• Collaborates across teams and participate in Quality Engineer CoP meetings to support continuous improvement and knowledge sharing.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

• Fluent in Spanish and English (spoken and written)
• QA testing experience, preferably in IVR/contact center systems
• Strong attention to detail and clear communication skills, Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Analytical Thinking, Contact Center Systems, Controls Testing, Corporate Governance, Interactive Voice Response (IVR), Quality Assurance (QA), Quality Support, Software Testing, Test Case Development, Usability Testing

Competencies

Accuracy and Attention to Detail, Application Testing, Coaching Others, Influencing, Process Management, Software Development Life Cycle, Software Quality Assurance And Testing, Technical Documentation Management, Technical Troubleshooting

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .