Analyst
EXL · IT Services & Consulting
- Uttar Pradesh, India
- On-site
- Posted 3 days ago
- IT & Infrastructure
About the job
Role: QA Lead (Band C)
Minimum experience: 8 - 10 years
Key Responsibilities
Develop and execute comprehensive test strategies, test plans, and test cases for Digital Agent initiatives.
Lead end-to-end testing activities across multiple releases and projects.
Analyze business requirements, user stories, and acceptance criteria to ensure complete test coverage.
Coordinate test execution activities and ensure quality deliverables are completed on schedule.
Perform functional, integration, regression, system, and user acceptance testing.
Validate Digital Agent solutions across – Email Channels , Voice Bots / IVR Systems , Chatbots
Test customer interaction flows, business rules, conversation paths, and escalation scenarios.
Validate intent recognition, entity extraction, response accuracy, and exception handling.
Ensure a consistent user experience across all customer engagement channels.
Defect Management
Identify, document, prioritize, and track defects using JIRA.
Participate in defect triage sessions and collaborate with development teams to resolve issues.
Perform root cause analysis and validate defect fixes.
Monitor defect trends and proactively recommend quality improvements.
Agile Delivery Support
Participate in Sprint Planning, Backlog Grooming, Story Refinement, Daily Standups, Sprint Reviews, and Retrospectives.
Collaborate with Product Owners and Business Analysts to identify testing requirements and potential risks.
Review user stories and acceptance criteria to ensure testability.
Support release planning and deployment validation activities.
API & Integration Testing
Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
Perform API testing using tools such as Postman.
Verify accurate data exchange and business process execution across integrated systems.
Validate system interfaces, workflows, and downstream dependencies.
Reporting & Quality Metrics
Provide regular testing status updates to project stakeholders.
Track and report – Test execution progress, Defect metrics, Quality trends, Release readiness indicators
Support go/no-go release decisions by providing objective quality assessments.
Platforms & Applications
JIRA (Defect Management, Story Tracking, Sprint Management, Reporting)
Salesforce Service Cloud
Salesforce Case Management
Sierra Platform and related business workflows
Digital Agent Platforms
Conversational AI Solutions
Testing Expertise
Functional Testing
System Testing
Integration Testing
Regression Testing
End-to-End Testing
User Acceptance Testing (UAT)
API Testing
Data Validation
Exploratory Testing
Production Validation Testing
Omnichannel Testing Experience
Email Agent Testing
Voice Bot Testing
Chatbot Testing
Customer Journey Validation
Technical Tools
Postman
REST APIs
SQL Queries and Data Validation
Test Management Tools
Test Automation Frameworks
Azure DevOps (Preferred)
Role: QA Lead (Band C)
Minimum experience: 8 - 10 years
Key Responsibilities
Develop and execute comprehensive test strategies, test plans, and test cases for Digital Agent initiatives.
Lead end-to-end testing activities across multiple releases and projects.
Analyze business requirements, user stories, and acceptance criteria to ensure complete test coverage.
Coordinate test execution activities and ensure quality deliverables are completed on schedule.
Perform functional, integration, regression, system, and user acceptance testing.
Validate Digital Agent solutions across – Email Channels , Voice Bots / IVR Systems , Chatbots
Test customer interaction flows, business rules, conversation paths, and escalation scenarios.
Validate intent recognition, entity extraction, response accuracy, and exception handling.
Ensure a consistent user experience across all customer engagement channels.
Defect Management
Identify, document, prioritize, and track defects using JIRA.
Participate in defect triage sessions and collaborate with development teams to resolve issues.
Perform root cause analysis and validate defect fixes.
Monitor defect trends and proactively recommend quality improvements.
Agile Delivery Support
Participate in Sprint Planning, Backlog Grooming, Story Refinement, Daily Standups, Sprint Reviews, and Retrospectives.
Collaborate with Product Owners and Business Analysts to identify testing requirements and potential risks.
Review user stories and acceptance criteria to ensure testability.
Support release planning and deployment validation activities.
API & Integration Testing
Validate integrations between Digital Agent platforms, Salesforce, Sierra, and other enterprise systems.
Perform API testing using tools such as Postman.
Verify accurate data exchange and business process execution across integrated systems.
Validate system interfaces, workflows, and downstream dependencies.
Reporting & Quality Metrics
Provide regular testing status updates to project stakeholders.
Track and report – Test execution progress, Defect metrics, Quality trends, Release readiness indicators
Support go/no-go release decisions by providing objective quality assessments.
Platforms & Applications
JIRA (Defect Management, Story Tracking, Sprint Management, Reporting)
Salesforce Service Cloud
Salesforce Case Management
Sierra Platform and related business workflows
Digital Agent Platforms
Conversational AI Solutions
Testing Expertise
Functional Testing
System Testing
Integration Testing
Regression Testing
End-to-End Testing
User Acceptance Testing (UAT)
API Testing
Data Validation
Exploratory Testing
Production Validation Testing
Omnichannel Testing Experience
Email Agent Testing
Voice Bot Testing
Chatbot Testing
Customer Journey Validation
Technical Tools
Postman
REST APIs
SQL Queries and Data Validation
Test Management Tools
Test Automation Frameworks
Azure DevOps (Preferred)
Professional certification such as CA, CPA, CISA or CIA. 7-9 years of experience.