Senior Quality Assurance Analyst

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)

Test Strategy Development & Execution