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Senior Quality Assurance Analyst

SearchnScore Solutions Pvt Ltdhyderabad, telangana, in

8 hours ago

Job description

Experience : 4 - 5 year

Joining : Immediate Joining Required

Location : Coimbatore

Contract Period : 1 Year

Seeking a Senior Quality Assurance Analyst with strong technical acumen to test our c onversational 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.

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.

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

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Quality Assurance Analyst • hyderabad, telangana, in