Industry: Finance/ Banking/ Insurance
Working day: Mon-Fri
Location: TRX area

Role Overview

We are seeking a detail-oriented QA Analyst to support quality assurance activities for contact centre systems and integrations. This role is responsible for validating workflows, ensuring system stability, and supporting user acceptance testing (UAT) to deliver a seamless operational experience.

Key Responsibilities

• Validate contact centre workflows, including call routing, case management, and omni-channel functionalities within Salesforce.
• Test CTI integrations and IVR workflows to ensure accuracy, reliability, and performance stability.
• Perform end-to-end quality assurance testing for agent desktop features and escalation processes.
• Document, track, and manage defects using tools such as JIRA or ServiceNow, ensuring resolution within agreed SLAs.
• Support UAT planning and execution, including preparation of test scripts and coordination with business users.
• Maintain comprehensive QA documentation, including test cases, SOPs, and change logs.
• Monitor and report QA metrics, defect trends, and resolution timelines.
• Collaborate with internal stakeholders to identify process gaps and recommend workflow improvements.
• Prepare QA reports and contribute to continuous improvement initiatives.
• Ensure compliance with operational standards, governance requirements, and go-live readiness activities.

Key Deliverables

• Comprehensive test cases covering contact centre workflows.
• Integration validation reports and detailed defect logs.
• UAT completion documentation and formal sign-off records.
• Training support materials for contact centre teams.
• Weekly QA performance reports with actionable recommendations.