QA Analyst
Core
Leading quality assurance activities for customer experience changes across Zendesk, ADA, and Hotline channels to ensure process changes and automations are tested thoroughly with minimal defects.
Role type
Senior QA Analyst (Customer Experience & Automation)
Builds
Customer support enhancements, workflow updates, and AI/automation integrations for Zendesk, ADA, and Hotline operations.
Domain
Customer Support / Contact Center Operations / AI & Automation
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
QA methodologies, test planning, test design, defect management, release validation, functional testing, regression testing, integration testing, user acceptance testing, root cause analysis, release readiness assessment, AI/bot interaction testing, chatbot validation, customer journey mapping, system integration testing, process controls, service management practices, analytical problem-solving, critical thinking, documentation, reporting, data analysis tools
Preferred skills
Experience with conversational AI, generative AI applications, RPA, hotline or voice support operations, Zendesk platform, ADA platform
Technologies
Zendesk, ADA, AI platforms, RPA, automation tools, spreadsheet tools, presentation tools, reporting tools
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; Execute and coordinate functional, regression, integration, and user acceptance testing; Identify, document, and manage defects, risks, automation failures, and process gaps; Assess release readiness and operational impact, providing go/no-go recommendations; Support post-deployment validation, hypercare, and root cause analysis while continuously improving QA standards.
Seniority
Senior, hands-on IC
