Senior Quality Assurance Analyst

1 day ago

Coimbatore, India SearchnScore Solutions Pvt Ltd Full time

Description : Contract Period : 1 YearSeeking 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) :- Validate AI agent responses against actual backend API data and system logic.- Test API integration flows, ensuring correct execution of triggered actions and accurate data representation.- Assess system behavior during API failures, timeouts, and data inconsistencies.- Troubleshoot and validate API response handling using TypeScript for deeper investigation and debugging.Test Strategy & Execution :- Design and execute comprehensive test plans covering standard, edge, and error scenarios.- Maintain detailed test documentation, including test cases, defect reports, and coverage metrics.- Reproduce and document issues through systematic testing and log analysis.- Collaborate with development and AI teams to identify root causes and validate fixes.- Identify automation opportunities and develop automated test scripts for API validation and data transformation utilities.Required Skills & Qualifications : - 4+ years of experience in Quality Assurance or Software Testing, with at least 2+ years testing AI or conversational platforms (preferred).- Strong proficiency in TypeScript for debugging and validation.- Hands-on experience with API testing tools (Postman, REST Assured, or similar).- Deep understanding of black box and gray box testing methodologies.- Experience testing multi-turn conversational AI, chatbots, or NLP systems.- Strong analytical and problem-solving skills with meticulous attention to detail.- Excellent written and verbal communication skills. (ref:hirist.tech)

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