Sr. Analyst, IT Quality Assurance

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you'll be doing

The DCXT Contact Center QA Team supports the quality and reliability of contact centre experiences by validating Interactive Voice Response (IVR) solutions that help deliver a seamless client journey. As a Senior Test Analyst, you'll create and execute IVR test cases using Cyara Botium and Cyara Velocity, helping ensure solutions perform as expected and meet business and client needs. You'll support test scenario design, contribute to traceability matrix preparation, and document defects identified through testing. You'll work closely with partners across quality assurance, business, and technology teams to support effective test execution and issue resolution. In this role, you'll bring a detail-oriented and collaborative approach to improving quality outcomes across the contact centre environment.

At CIBC we enable the work environment most optimal for you to thrive in your role. You'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days will be remote.

How you'll succeed

• IVR Testing Execution - Create, maintain, and execute IVR test cases using Cyara Botium and Cyara Velocity to validate functionality, performance, and quality across contact centre solutions.
• Defect Management - Identify, document, and track defects uncovered during testing, ensuring issues are clearly recorded and communicated for timely resolution.
• Test Design Support - Assist in the design of test scenarios by reviewing requirements, identifying test conditions, and helping build effective coverage for IVR functionality.
• Traceability and Quality Control - Support the preparation and maintenance of traceability matrices to help ensure requirements are mapped to test coverage and quality outcomes.
• Collaboration - Partner with quality assurance, business, and technology teams to clarify requirements, share findings, and support consistent delivery of high-quality testing results.
  

Who you are

• You can demonstrate experience in API testing, IVR testing, Cyara Botium, Cyara Velocity, JIRA, and AQM. It’s an asset if you have experience supporting contact centre or voice channel quality assurance initiatives.
• You have relevant experience. You bring 5+ years of experience in software testing, quality assurance, or a related role, with hands-on experience supporting test execution in complex technology environments.
• You have a degree/diploma in Computer Science, Business, or a related field.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [email protected]

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 17th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Call Center, Contact Centers, Group Problem Solving, Information Technology (IT), Interactive Voice Response (IVR), IVR Testing, Quality Assurance (QA), Test Case Design, Testing Methodology, Troubleshooting