UAT Test Analyst

Overview

Key Accountabilities

• Execute UAT testing for Chatbot and IVR journeys, covering end-to-end guest scenarios, edge cases, and error handling.
• Review business requirements, conversational flows, and IVR call flows to ensure complete test coverage.
• Design and execute detailed test scenarios and test cases, including happy paths, negative scenarios, fallbacks, and system failures.
• Validate intent recognition, response accuracy, decision logic, and system prompts for chatbot and IVR experiences.
• Test integration points with backend systems (e.g. booking systems, CRM, payments, disruption data) to ensure correct data exchange and responses.
• Identify, log, and track defects and observations, providing clear reproduction steps and impact assessment.
• Re-test fixes and enhancements during regression cycles to ensure no unintended disruptions to existing journeys.
• Validate language accuracy, tone of voice, and guest-friendly messaging across chat and voice channels.
• Support release readiness by confirming exit criteria, UAT sign-off inputs, and known limitation documentation.
• Collaborate closely with Delivery Managers, Product Owners, Developers, and Operations teams during UAT cycles.
• Maintain test documentation, including test cases, execution results, defect logs, and UAT summaries.

& Competencies

• Strong understanding of UAT processes and methodologies for digital and voice platforms.
• Experience testing chatbots, IVR systems, voicebots, or conversational AI solutions.
• Ability to think from a guest journey and operational impact perspective.
• High attention to detail and ability to identify inconsistencies in logic, responses, and flows.
• Comfortable testing multi-turn conversations, decision trees, and rule-based logic.
• Ability to clearly document issues and communicate effectively with technical and non-technical stakeholders.
• Familiarity with airline or travel processes (booking, changes, refunds, disruptions) is highly desirable.
• Basic understanding of NLU concepts (intents, utterances, confidence, fallbacks) is an advantage.

Experience

• 6-12 years experience in UAT testing or QA roles, preferably within digital, conversational, or customer-facing platforms.
• Prior experience testing Chatbot, WhatsApp, IVR, or voice applications is highly desirable.
• Experience working in airline, travel, hospitality, or high-volume contact centre environments is an advantage. knowledge of GDS systems (e.g. Amadeus, Sabre) is highly desirable.
• Exposure to test management or defect tracking tools (e.g. JIRA, Confluence, Azure DevOps) is preferred.