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.