Sr. QA Analyst - Support Automation

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, Reputation Defender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives. When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages. Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.

If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!

About the role

We are looking for a meticulous and forward-thinking Sr Quality Assurance Analyst to join our team, specializing in the QA of support automation use cases and bot performance. This role will be essential in ensuring our support automation systems and bots deliver exceptional user experiences and meet performance standards. The ideal candidate will have experience in Quality assurance, with a specific emphasis on evaluating bot interactions and ensuring they meet established quality standards.

What You Will Do in This Role

• Develop and execute comprehensive test plans and cases for support automation use cases, ensuring they meet business requirements and user needs. 

• Validate the functionality, accuracy, and efficiency of support automation tools and workflows. 

• Identify and document defects, working closely with development teams to prioritize and resolve issues. 

• Perform detailed audits of bot interactions to evaluate the accuracy, relevance, and effectiveness of responses. 

• Analyse bot conversations to ensure adherence to predefined guidelines and user satisfaction metrics. 

• Provide actionable feedback and recommendations for improving bot performance and user experience. 

• Monitor and assess the performance of support automation and bots, identifying areas for enhancement. 

• Collaborate with cross-functional teams to implement performance improvements based on audit findings and performance data. 

• Track key performance indicators (KPIs) and generate reports to highlight trends, issues, and improvement opportunities. 

• Maintain thorough documentation of test cases, audit findings, and performance metrics. 

• Prepare and present regular reports on the quality and performance of support automation and bot systems. 

• Communicate effectively with stakeholders to share insights and recommendations for system enhancements. 

• Work closely with product managers, developers, and support teams to understand requirements and ensure thorough testing. 

• Participate in design reviews to provide QA input on support automation and bot functionalities. 

• Provide guidance and training to team members on best practices for QA of support automation and bot systems. 

What You’ll Need to be Successful in this Role

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience. 

• Minimum of 8 years in Quality Assurance with specific experience in support automation and bot testing. 

• Experience with QA methodologies and tools relevant to support automation and bot systems. 

• Familiarity with bot platforms and technologies (e.g., Dialogflow, IBM Watson, Microsoft Bot Framework). 

• Strong analytical skills with the ability to assess performance metrics and identify areas for improvement. 

• Excellent problem-solving abilities and attention to detail. 

• Effective communication skills and the ability to work collaboratively with diverse teams. 

• Experience with automation testing frameworks and scripting languages (e.g., Python, JavaScript). 

• Understanding of AI and natural language processing (NLP) as applied to bots. 

• Familiarity with Agile methodologies and CI/CD processes. 

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.