QA Analyst
Encora · Makati City
QA Analyst
Important Information
Location: BGC, taguig
Experience: at 5 years relative experience
Work Mode: Hybrid set up | 2x onsite per week
The QA Analyst is responsible for leading quality assurance activities for customer experience changes across Zendesk, ADA, and Hotline channels. The role ensures that process changes, workflow updates, automations, and related customer support enhancements are tested thoroughly and deployed with minimal defects, operational risk, and customer impact. This role is expected to act independently to drive end-to-end QA activities, partner with cross-functional stakeholders, identify risks early, and recommend practical quality improvements that strengthen release readiness and production stability.
ROLES AND RESPONSIBILITIES
- Lead end-to-end QA and testing activities for CX initiatives impacting Zendesk, ADA, Hotline Operations, AI platforms, RPA, automations, integrations, and related support technologies.
- Review business requirements, process changes, user stories, and automation designs; translate them into test plans, test cases, and validation activities to ensure solutions meet business and operational requirements.
- Execute and coordinate functional, regression, integration, and user acceptance testing, validating workflows, customer journeys, AI/bot interactions, automations, reporting, and system integrations.
- Identify, document, and manage defects, risks, automation failures, and process gaps through resolution while collaborating with Operations, Product Owners, CX Designers, Developers, and other stakeholders.
- Assess release readiness and operational impact, providing go/no-go recommendations and ensuring all testing evidence, sign-offs, and deployment records are complete and audit-ready.
- Support post-deployment validation, hypercare, and root cause analysis while continuously improving QA standards, test coverage, release governance, and the effectiveness of AI and automation solutions.
QUALIFICATIONS
- 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.
- 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.
- 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