QA Analyst

II. Role Purpose

The CX Delivery QA Analyst is responsible for leading quality assurance activities for

customer experience changes across Zendesk, ADA, and Hotline channels. The role

ensures that process changes, workflow updates, automations, and related customer

operational risk, and customer impact.

This role is expected to act independently to drive end-to-end QA activities, partner

with cross-functional stakeholders, identify risks early, and recommend practical

quality improvements that strengthen release readiness and production stability.

• ● Lead end-to-end QA and testing activities for CX initiatives impacting

• Review business requirements, process changes, user stories, and automation

designs; translate them into test plans, test cases, and validation activities to

• Execute and coordinate functional, regression, integration, and user

acceptance testing, validating workflows, customer journeys, AI/bot

• Identify, document, and manage defects, risks, automation failures, and

process gaps through resolution while collaborating with Operations, Product

• Assess release readiness and operational impact, providing go/no-go

recommendations and ensuring all testing evidence, sign-offs, and

• Support post-deployment validation, hypercare, and root cause analysis while

continuously improving QA standards, test coverage, release governance, and

• IV. Key Result Areas

1. Test Planning and Quality Coverage

Develop and execute test plans that ensure all critical business requirements

1. Defect Management and Risk Control

Identify, track, and help resolve defects early to minimize risks and maintain

1. Release Readiness and Deployment Support

Assess release readiness and validate that all testing and deployment

1. Cross-Functional Alignment

1. Continuous Improvement

Drive improvements in QA processes, standards, and controls to enhance

• Test strategy and test plan for assigned releases
• Test strategy and test plan for assigned releases
• Test scenarios, test cases, and execution results
• Defect log with severity, root cause notes, and status tracking
• Release readiness assessment and QA sign-off recommendations
• Post-deployment validation results and issue summaries
• QA process improvement recommendations and reusable

• VI. Qualifications

• A bachelor degree with at least 4 years of relevant experience in quality

• Strong experience supporting customer service or contact center operations
• Hands-on experience testing system and process changes on similar

• Experience handling end-to-end QA for releases, enhancements, or

• Experience in defect management, root cause analysis, and release support
• B. Technical and Functional Skills
• Strong knowledge of QA methodologies, test planning, test design, defect

• Working understanding of customer support platforms, workflow

configurations, system integrations, automation solutions, and their impact

• Familiarity with AI-powered solutions, conversational AI, chatbots, generative

AI applications, and automation technologies, with experience testing and

• Experience in testing chatbot or conversational platforms (e.g., ADA) and

• Knowledge of hotline or voice support operations, process controls, and service

• Strong analytical, problem-solving, and critical-thinking skills with attention

• Excellent documentation, reporting, communication, and stakeholder

• Proficiency in spreadsheet, presentation, reporting, and data analysis tools for

testing, governance, and decision-making purposes.