Senior Quality Assurance Analyst

Experience : 4 - 5 year

Joining: Immediate Joining Required

Location: Coimbatore

Contract Period: 1 Year

Senior Quality Assurance Analyst

You’ll work with a sophisticated AI agent platform, testing complex conversation flows, subscription management operations, and API integrations that power real-time customer service interactions.

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 Primary Responsibilities

Black Box Testing (Customer-Facing Interaction Testing)

**Conversation Simulation & Customer Persona 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 (frustrated customers, price-sensitive customers, confused customers, satisfied customers considering cancellation, etc.)

- Test conversation flows across multiple interaction patterns: information inquiries, account management requests, billing questions, product concerns, subscription modifications, and cancellation scenarios

- Validate that AI agent responses feel natural, helpful, and appropriate for the customer context

- 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 (when agents should hand off to human support)

**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 including clarity of responses, appropriate question sequencing, and resolution effectiveness

- Test account verification flows with various customer identification methods

- Verify proper handling of authentication failures and error states

**Acceptance Testing:**

- Compare agent behavior against documented customer service standards

- Validate compliance with brand guidelines and communication policies

- Test for consistency across similar scenarios (same issue, different phrasing)

- Identify gaps between expected customer experience and actual agent performance

Gray Box Testing (Technical Validation & API Integration)

**API Response Validation:**

- Validate agent outputs against actual API responses from backend systems

- Compare agent statements about customer data (order history, subscription details, account status) against actual API data

- Test error handling when APIs return failures, timeouts, or unexpected data formats

**Integration Testing:**

- Test complete workflows from conversation action trigger through API call execution and response handling

- Test error propagation from API layer through to customer-facing responses

Test Strategy Development & Execution

- Design test scenarios covering standard operations, edge cases, error conditions, and stress scenarios

- Maintain test documentation including test cases, execution results, defect reports, and coverage metrics

- Reproduce reported defects through systematic testing

- Analyze conversation logs and system traces to identify root causes

- Identify opportunities for test automation (where appropriate)

- Write automated tests for API integration functions and data transformation utilities