QA Analyst

QA Analyst

Important Information

Location: BGC taguig

Experience: at 5 years relative experience

Work Mode: Hybrid set up 2x onsite per week

The QA Analyst is responsible for leading quality assurance activities for customer experience changes across Zendesk ADA and Hotline channels. The role ensures that process changes workflow updates automations and related customer support enhancements are tested thoroughly and deployed with minimal defects operational risk and customer impact. This role is expected to act independently to drive end-to-end QA activities partner with cross-functional stakeholders identify risks early and recommend practical quality improvements that strengthen release readiness and production stability.

ROLES AND RESPONSIBILITIES

• Lead end-to-end QA and testing activities for CX initiatives impacting Zendesk ADA Hotline Operations AI platforms RPA automations integrations and related support technologies.
• Review business requirements process changes user stories and automation designs; translate them into test plans test cases and validation activities to ensure solutions meet business and operational requirements.
• Execute and coordinate functional regression integration and user acceptance testing validating workflows customer journeys AI/bot interactions automations reporting and system integrations.
• Identify document and manage defects risks automation failures and process gaps through resolution while collaborating with Operations Product Owners CX Designers Developers and other stakeholders.
• Assess release readiness and operational impact providing go/no-go recommendations and ensuring all testing evidence sign-offs and deployment records are complete and audit-ready.
• Support post-deployment validation hypercare and root cause analysis while continuously improving QA standards test coverage release governance and the effectiveness of AI and automation solutions.

QUALIFICATIONS

• Strong knowledge of QA methodologies test planning test design defect management release validation and quality assurance best practices.
• Working understanding of customer support platforms workflow configurations system integrations automation solutions and their impact on customer experience and operational processes.
• Familiarity with AI-powered solutions conversational AI chatbots generative AI applications and automation technologies with experience testing and validating AI-driven workflows being an advantage.
• Experience in testing chatbot or conversational platforms (e.g. ADA) and validating end-to-end customer journeys across multiple channels systems and user touchpoints.
• Knowledge of hotline or voice support operations process controls and service management practices is an advantage.
• Strong analytical problem-solving and critical-thinking skills with attention to detail and the ability to assess operational and customer impacts.
• Excellent documentation reporting communication and stakeholder management skills.
• Proficiency in spreadsheet presentation reporting and data analysis tools for testing governance and decision-making purposes.
• Work Experiences With at least 4 years of relevant experience in quality assurance testing or process validation
• Strong experience supporting customer service or contact center operations
• Hands-on experience testing system and process changes on similar platforms like Zendesk and ADA.
• Experience handling end-to-end QA for releases enhancements or transformation initiatives
• Experience in defect management root cause analysis and release support