Quality Assurance Spec

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.

About the role

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. This position is based in Pittsburgh, PA, Cleveland, OH, Dallas, TX, Birmingham, AL, or Phoenix, AZ.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Responsibilities

• 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
• Participate in the quality assurance process; follow procedures to ensure software products and components meet company standards and client requirements
• Perform code inspections, walk-throughs, design, and test-readiness reviews
• Review software and project documentation for completeness and adherence to standards
• Work on problem resolutions and report progress to management
• Plan, execute, and summarize reliability and validation test cases; interface with developers on test results
• Assist in audits and reviews
• Write and execute test plans and cases for testing of software

Requirements

• 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
• Typically requires a university/college degree with 2+ years of relevant professional experience (in lieu of a degree, a comparable combination of education, job-specific certification(s), and experience, including military service, may be considered)

Preferred Skills

• Analytical Thinking
• Bilingual Communications
• Contact Center Software
• Controls Testing
• Corporate Governance
• IVR Testing
• Quality Assurance (QA)
• Quality Support
• Software Testing
• Spanish Language
• Test Case Development
• Usability Testing

Competencies

• Accuracy and Attention to Detail
• Analytical Thinking
• Influencing
• Process Management
• Products and Services
• Software Development Life Cycle
• Software Quality Assurance and Testing
• Technical Documentation Management

Benefits

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
• Paid time off, including:
  • 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