Senior Quality Assurance Analyst

Description

Key Responsibilities

Black Box Testing (Customer Interaction Simulation) :

• Simulate real-world customer conversations across diverse personas, emotional states, and communication styles.
• Evaluate AI agent responses for natural language quality, empathy, tone, and brand alignment.
• Execute end-to-end user journeys - from initial interaction to issue resolution - validating accuracy and user experience quality.
• Test edge cases (multi-intent queries, ambiguous phrasing, emotional escalation) to ensure agent robustness.
• Validate escalation triggers and handoff protocols to human agents.
• Conduct acceptance testing to verify compliance with communication standards and service expectations.
  

Gray Box Testing (Technical Validation & Integration)

• Validate AI agent responses against actual backend API data and system logic.
• Test API integration flows, ensuring correct execution of triggered actions and accurate data representation.
• Assess system behavior during API failures, timeouts, and data inconsistencies.
• Troubleshoot and validate API response handling using TypeScript for deeper investigation and debugging.
  

Test Strategy & Execution

• Design and execute comprehensive test plans covering standard, edge, and error scenarios.
• Maintain detailed test documentation, including test cases, defect reports, and coverage metrics.
• Reproduce and document issues through systematic testing and log analysis.
• Collaborate with development and AI teams to identify root causes and validate fixes.
• Identify automation opportunities and develop automated test scripts for API validation and data transformation utilities.
  

Required Skills & Qualifications

• 4+ years of experience in Quality Assurance or Software Testing, with at least 2+ years testing AI or conversational platforms (preferred).
• Strong proficiency in TypeScript for debugging and validation.
• Hands-on experience with API testing tools (Postman, REST Assured, or similar).
• Deep understanding of black box and gray box testing methodologies.
• Experience testing multi-turn conversational AI, chatbots, or NLP systems.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Excellent written and verbal communication skills.