Senior Quality Assurance Analyst

Description :

Contract Period : 1 Year

Seeking a Senior Quality Assurance Analyst with strong technical acumen to test our conversational AI customer service agents. This role requires expertise in both black box testing (customer interaction simulation) and gray box testing (technical validation against APIs and code logic), combined with TypeScript proficiency for troubleshooting quality issues at the code level.

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

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) :

Test Strategy & Execution :

Required Skills & Qualifications :

(ref : hirist.tech)