CX Delivery QA Analyst (BGC)

Salary: ₱35,000 – ₱45,000 per month

About the role

We are seeking a CX Delivery QA Analyst to join Asticom Technology Inc in Taguig City, Metro Manila. This is a contract position that plays a crucial role in ensuring the quality and excellence of our customer experience delivery. As a CX Delivery QA Analyst, you will be responsible for maintaining and enhancing the quality standards of our customer-facing solutions and services. This role is integral to our commitment to delivering exceptional customer experiences and supporting our broader business objectives in the Information and Communication Technology sector.

Key responsibilities

• Conduct comprehensive quality assurance testing on customer experience delivery systems and processes to identify defects and areas for improvement

• Develop and execute detailed test plans, test cases, and test scripts to ensure comprehensive coverage of CX delivery solutions

• Collaborate with cross-functional teams including development, product, and customer service to understand requirements and validate solutions against specifications

• Document and report quality issues, defects, and deviations using appropriate tracking systems with clear severity and priority classifications

• Perform regression testing to ensure that updates and changes do not negatively impact existing functionality

• Analyse customer feedback and support tickets to identify trends and potential quality improvements

• Participate in quality assurance reviews and meetings to discuss testing progress, findings, and recommendations

• Support the implementation of quality assurance best practices and continuous improvement initiatives

• Validate end-to-end customer journeys and user workflows to ensure seamless experiences

What we're looking for

• Proven experience as a QA Analyst or in a similar quality assurance role, preferably within customer experience or business systems environments

• Strong understanding of quality assurance methodologies, testing frameworks, and best practices

• Proficiency in test management tools and defect tracking systems

• Excellent analytical and problem-solving skills with attention to detail

• Strong communication and documentation abilities to effectively report findings and collaborate with stakeholders

• Knowledge of business systems and customer experience platforms is highly desirable

• Familiarity with software development lifecycle (SDLC) and agile methodologies

• Experience in manual testing and automated testing approaches

• Ability to work independently and as part of a collaborative team in a fast-paced environment

• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience

Qualifications

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

  assurance, testing, or process validation

• Strong experience supporting customer service or contact center operations

• Hands-on experience testing system and process changes on similar

  platforms like Zendesk and ADA.

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

  transformation initiatives

• Experience in defect management, root cause analysis, and release support