Quality Assurance Engineer

Job Title:

Quality Assurance Engineer

Job Description

The Quality Assurance Engineer is responsible for ensuring the quality, stability, and performance of platform implementations across the software development lifecycle. This role provides hands-on and technical leadership—owning test strategy for assigned projects, partnering closely with Engineering and Delivery teams, and driving continuous improvement to deliver high-quality solutions across Zendesk and other business-critical platforms.
Key Responsibilities
Quality Ownership & Strategy
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Own end-to-end quality for assigned projects across Zendesk and other platforms.
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Define and execute QA strategies aligned with business and technical requirements.
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Contribute to quality standards, best practices, and release readiness criteria across multiple platforms.
Test Planning & Design
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Create test plans covering functional, regression, integration, performance, and UAT testing.
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Design and maintain test scenarios, test cases, and test data for platform-specific features, including Zendesk workflows, automations, triggers, views, SLAs, integrations, and comparable functionality in other platforms.
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Assess testing scope, risks, and priorities for complex multi-platform implementations and provide effort estimates.
Test Execution & Defect Management
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Execute and oversee testing activities, focusing on complex or high-risk functionality across platforms.
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Identify, document, and track defects, ensuring timely resolution and clear communication.
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Perform root cause analysis and collaborate with developers to validate fixes and prevent regressions.
Tooling & (Preferred) Test Automation
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Maintain strong testing practices and recommend tools and processes that improve coverage and efficiency.
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Preferred: Design, develop, and maintain automated tests for UI, API, and integration testing across Zendesk and other platforms.
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Preferred: Contribute to automation strategy, improve automation coverage, and support integration with CI/CD pipelines.
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Evaluate and recommend testing tools and frameworks suitable for platforms.
Process Improvement & Best Practices
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Identify opportunities to improve testing efficiency, effectiveness, and consistency across platforms.
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Maintain QA documentation, including test strategies, checklists, test matrices, and platform-specific testing guidelines.
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Stay current with platform updates, releases, and QA best practices; act as a quality advocate within delivery teams.
Collaboration & Mentorship
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Collaborate with Project Managers, Functional Consultants, Developers, Business Analysts, and UI/ UX across multiple initiatives.
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Provide guidance and informal mentorship to junior QA engineers.
Stakeholder Communication & Reporting
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Communicate testing progress, risks, and quality metrics to stakeholders.
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Prepare test reports and contribute to release readiness and go/no-go decisions.
Key Performance:
1. Testing Experience: Knowledge of functional, regression, integration, and UAT testing. 2. Automation Skills: Experience with test automation tools (e.g., Selenium, JUnit). 3. Ownership: Ability to lead QA efforts and manage defects. 4. Teamwork & Mentorship: Works well with teams and helps guide junior QA engineers. 5. Clear Communication: Can report testing progress and issues to stakeholders.