Senior QA Analyst

SearchnScore Solutions Pvt Ltd

0 years

0 Lacs

coimbatore tamil nadu india

Posted:1 day ago| Platform:

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Skills Required

ai test service api logic typescript debugging code management testing simulation billing escalation retention data effectiveness authentication verification integration workflow integrity strategy design documentation analyze automation

Work Mode

On-site

Job Type

Full Time

Job Description

Senior Quality Assurance Analyst – Conversational AI

Senior QA Analyst

You’ll test a sophisticated AI platform handling dynamic conversations, subscription management, and real-time API integrations.

Key ResponsibilitiesBlack Box Testing – Customer Interaction

Conversation Simulation & Persona Testing

Simulate varied customer interactions without internal system visibility.
Create and execute test personas (frustrated, confused, loyal, canceling, etc.).
Validate flows for inquiries, billing, account management, product issues, and cancellations.
Ensure responses feel natural, empathetic, and on-brand.
Test edge cases: ambiguous inputs, multi-intent questions, emotional escalations, and off-topic content.
Confirm escalation triggers hand off correctly to human agents.

End-to-End User Journey

Test complete service flows from greeting to resolution.
Validate context retention and data accuracy through multi-turn conversations.
Ensure proper data collection before actions are taken.
Assess clarity, tone, and effectiveness of resolutions.
Test authentication and error handling in identity verification flows.

Acceptance Testing

Compare AI behavior against customer service standards and brand voice guidelines.
Validate consistent handling of similar issues across varied phrasings.
Identify experience gaps and improvement areas.

Gray Box Testing – Technical & API Validation

API and Data Validation

Cross-check agent responses with real API data (orders, subscriptions, account info).
Test agent behavior under API failures, timeouts, and malformed responses.

Integration Testing

Validate full workflow integrity from conversation triggers to backend responses.
Confirm error propagation is handled gracefully in user-facing replies.

Test Strategy & Execution

Design test cases covering normal, edge, and stress scenarios.
Maintain detailed test documentation, results, and defect logs.
Reproduce issues systematically and analyze logs to identify root causes.
Propose automation opportunities where feasible.
Develop automated tests for API and data transformation validation.

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