QA Analyst - Customer Experience Testing

About the role

The QA Analyst leads quality assurance for customer experience changes across Zendesk, ADA and Hotline channels. The role ensures that process changes, workflow updates, automations and support enhancements are tested thoroughly and deployed with minimal defects, operational risk and customer impact. It is a hybrid setup with two days onsite per week.

Key responsibilities

• Lead end-to-end QA and testing for CX initiatives affecting Zendesk, ADA, Hotline, AI platforms, RPA, automations, integrations and related support technologies.
• Review business requirements, process changes, user stories and automation designs, and turn them into test plans, test cases and validation activities.
• Run functional, regression, integration and user acceptance tests, covering workflows, customer journeys, AI/bot interactions, reporting and integrations.
• Document and manage defects, risks and automation failures, working with Operations, Product Owners, CX Designers and developers.
• Assess release readiness and give go/no-go recommendations, keeping testing evidence and sign-offs audit-ready.
• Support post-deployment validation, hypercare and root cause analysis, and improve QA standards and test coverage.

Required profile

• 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 platforms such as 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.

Required skills

• QA methodologies, test planning, test design, defect management and release validation.
• Testing of chatbot or conversational platforms (e.g. ADA) and multi-channel customer journeys.
• Advantage: familiarity with AI-powered solutions, conversational AI, chatbots and generative AI, and hotline or voice support operations.
• Proficiency in spreadsheet, presentation and data analysis tools.