IVR/ chat User Experience & Reconciliation Specialist

An IVR / Chat User Experience & Reconciliation Specialist focusing on optimizing automated customer service channels-specifically Interactive Voice Response (IVR) phone menus and AI-powered chat systems (chatbots/virtual assistants)., Job Description: We are looking for a meticulous IVR User Experience & Reconciliation Specialist to join our Mobile Pay Operations team. In this multifaceted role, you will be responsible for developing and executing test cases for IVR systems supported on iPhone devices, ensuring seamless user flows and optimal customer experience. You will also manage reconciliation activities by reviewing files from external partners, using spreadsheet tools to identify discrepancies, and escalating issues as needed. Additionally, you will serve as a key point of contact for customer communication, reviewing proposals and documentation for style guide compliance, identifying gaps, and proposing solutions or escalating issues when necessary.

Develop, execute, and validate test scenarios focusing on user experience and flow accuracy for IVR systems supporting Mobile Pay on iPhone.

Monitor testing progress, document results, track defects, and escalate issues to engineering teams for resolution.

Review and reconcile files received from external partners, utilizing spreadsheet tools (pivot tables, comparisons) to identify discrepancies, errors, or gaps.

Communicate with customers or stakeholders, reviewing proposals and documentation to ensure compliance with style guides and standards.

Identify areas where proposals or documents do not align with style guides, and either suggest solutions or escalate to appropriate teams.

Collaborate with cross-functional teams to improve testing procedures, reconciliation processes, and communication standards.

Maintain clear documentation of testing activities, reconciliation findings, and communication points.

Proven experience in IVR testing, mobile user experience validation, reconciliation activities, and customer communication.

Strong proficiency with spreadsheet tools, especially pivot tables, data comparison, and analysis.

Excellent communication skills, with the ability to review and critique proposals and documentation for style guide adherence.

Analytical mindset with the ability to identify discrepancies, gaps, and propose solutions.

Ability to collaborate effectively with engineering, customer teams, and other stakeholders.

Attention to detail and a structured approach to problem-solving.