QA Analyst
HybridMakati, Cagayan Valley, Republic of the Philippines
Job Summary
Lead end-to-end QA and testing activities for customer experience changes across Zendesk, ADA, and Hotline channels, ensuring process updates, automations, and support enhancements are deployed with minimal defects. Translate business requirements and user stories into test plans, then execute functional, regression, integration, and user acceptance testing to validate workflows and AI interactions. Identify and manage defects while collaborating with Operations, Product Owners, and Developers to assess release readiness and provide go/no-go recommendations. Support post-deployment validation and root cause analysis to continuously improve QA standards and release governance. This role requires 5 years of experience and a hybrid schedule of 2x onsite per week in BGC, Taguig.
Required Qualifications
- at 5 years relative experience
- Strong knowledge of QA methodologies, test planning, test design, defect management, release validation, and quality assurance best practices
- Working understanding of customer support platforms, workflow configurations, system integrations, automation solutions, and their impact on customer experience and operational processes
- Strong analytical, problem-solving, and critical-thinking skills with attention to detail and the ability to assess operational and customer impacts
- Excellent documentation, reporting, communication, and stakeholder management skills
- Proficiency in spreadsheet, presentation, reporting, and data analysis tools for testing, governance, and decision-making purposes
- Work Experiences With at least 4 years of relevant experience in quality assurance, testing, or process validation
- Strong experience supporting customer service or contact center operations
- Hands-on experience testing system and process changes on similar platforms like Zendesk and ADA
- Experience handling end-to-end QA for releases, enhancements, or transformation initiatives
- Experience in defect management, root cause analysis, and release support
Desired Qualifications
- Familiarity with AI-powered solutions, conversational AI, chatbots, generative AI applications, and automation technologies, with experience testing and validating AI-driven workflows being an advantage
- Experience in testing chatbot or conversational platforms (e.g., ADA) and validating end-to-end customer journeys across multiple channels, systems, and user touchpoints
- Knowledge of hotline or voice support operations, process controls, and service management practices is an advantage
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