Customer Delivery QA Analyst

Role Purpose

The CX Delivery QA Analyst leads end-to-end quality assurance for customer experience enhancements across Zendesk, ADA, and hotline channels. This role ensures process updates, workflows, and AI/bot automations are thoroughly tested and deployed with minimal defects, low operational risk, and seamless customer impact.

Key Responsibilities

• Test Strategy & Execution: Design and execute test plans, scenarios, and UAT for CX initiatives across Zendesk, ADA, voice, AI bots, and integrations.
• Defect & Risk Management: Identify, log, and resolve software defects, workflow gaps, and automation errors alongside developers and product owners.
• Release Governance: Evaluate deployment readiness, issue go/no-go recommendations, and ensure complete, audit-ready QA documentation.
• Post-Deployment & Optimization: Lead hypercare validation, root cause analysis, and continuous QA process improvements.

Key Deliverables

• Release test strategies, plans, scenarios, and test execution reports
• Centralized defect logs (severity, root cause, and tracking status)
• Release readiness assessments and formal QA sign-offs
• Post-deployment validation reports and reusable QA templates

Qualifications

• Experience: 4+ years in QA/testing supporting contact center platforms, CX transformations, and release management.
• Platform & System Expertise: Hands-on experience testing customer support systems (Zendesk), conversational AI/chatbots (ADA), and workflow automations.
• Technical Skills: Strong mastery of QA methodologies, UAT, defect tracking, system integrations, and root cause analysis.
• Competencies: Excellent analytical, critical thinking, documentation, and cross-functional stakeholder management skills.