Senior Quality Assurance Analyst

As a Senior Quality Assurance Analyst at our company, your primary role will be to test our conversational AI customer service agents. You will need strong technical acumen and expertise in both black box testing (customer interaction simulation) and gray box testing (technical validation against APIs and code logic). Proficiency in TypeScript is required for troubleshooting quality issues at the code level. Key Responsibilities: - Black Box Testing: - Simulate diverse customer scenarios through natural language interactions without visibility into internal system mechanics - Create and execute test personas representing different customer types, emotional states, and communication styles - Test conversation flows across multiple interaction patterns and validate the AI agent responses - Assess empathy, tone, and brand voice consistency across various conversation types - Test edge cases including ambiguous requests, off-topic questions, emotional escalations, and multi-intent conversations - Verify escalation triggers work appropriately - End-to-End User Journey Testing: - Execute complete customer service flows from initial greeting through issue resolution - Test multi-turn conversations with context retention across messages - Validate that agents properly gather required information before taking action - Assess user experience quality and test account verification flows - Acceptance Testing: - Compare agent behavior against documented customer service standards - Validate compliance with brand guidelines and communication policies - Test for consistency across similar scenarios and identify gaps between expected experience and actual performance - Gray Box Testing: - Validate agent outputs against actual API responses from backend systems - Compare agent statements about customer data against actual API data - Test error handling when APIs return failures, timeouts, or unexpected data formats - Test complete workflows from conversation action trigger through API call execution and response handling Additional Company Details: You will work with a sophisticated AI agent platform, testing complex conversation flows, subscription management operations, and API integrations that power real-time customer service interactions. Qualifications Required: - Bachelor's degree preferred - 4 years of experience in Automation Testing required If you have experience in AI Driven testing, 4 years of experience in black box and gray box testing, and are ready for immediate joining and open to working in a 1-year contract period, we encourage you to apply for this full-time position.,