Senior QA Analyst

2 weeks ago

Coimbatore, Tamil Nadu, India SearchnScore Solutions Pvt Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Senior Quality Assurance Analyst – Conversational AI

Client seeks a
Senior QA Analyst
with strong technical skills to test conversational AI customer service agents. This role blends
black box testing
(simulated customer interactions) and
gray box testing
(API and logic validation), requiring
TypeScript proficiency
for debugging at the code level.

You'll test a sophisticated AI platform handling dynamic conversations, subscription management, and real-time API integrations.

Key ResponsibilitiesBlack Box Testing – Customer Interaction

Conversation Simulation & Persona Testing

  • Simulate varied customer interactions without internal system visibility.
  • Create and execute test personas (frustrated, confused, loyal, canceling, etc.).
  • Validate flows for inquiries, billing, account management, product issues, and cancellations.
  • Ensure responses feel natural, empathetic, and on-brand.
  • Test edge cases: ambiguous inputs, multi-intent questions, emotional escalations, and off-topic content.
  • Confirm escalation triggers hand off correctly to human agents.

End-to-End User Journey

  • Test complete service flows from greeting to resolution.
  • Validate context retention and data accuracy through multi-turn conversations.
  • Ensure proper data collection before actions are taken.
  • Assess clarity, tone, and effectiveness of resolutions.
  • Test authentication and error handling in identity verification flows.

Acceptance Testing

  • Compare AI behavior against customer service standards and brand voice guidelines.
  • Validate consistent handling of similar issues across varied phrasings.
  • Identify experience gaps and improvement areas.

Gray Box Testing – Technical & API Validation

API and Data Validation

  • Cross-check agent responses with real API data (orders, subscriptions, account info).
  • Test agent behavior under API failures, timeouts, and malformed responses.

Integration Testing

  • Validate full workflow integrity from conversation triggers to backend responses.
  • Confirm error propagation is handled gracefully in user-facing replies.

Test Strategy & Execution

  • Design test cases covering normal, edge, and stress scenarios.
  • Maintain detailed test documentation, results, and defect logs.
  • Reproduce issues systematically and analyze logs to identify root causes.
  • Propose automation opportunities where feasible.
  • Develop automated tests for API and data transformation validation.

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