🚀 Quality Analyst – CX Automation & UAT | Flipkart Hiring
🏢 Company: Flipkart
Customer Experience & Technology Hiring
📄 Job Description
Flipkart is hiring a Quality Analyst – CX Automation & UAT to strengthen its Customer Experience Technology team. The role focuses on end-to-end User Acceptance Testing (UAT) across Flipkart's customer experience automation ecosystem, including IVR, Chatbots, Voice Bots, and Agent Co-pilots. The ideal candidate will collaborate closely with business and technology teams to ensure high-quality customer journeys, seamless automation, and excellent post-launch performance across e-commerce, grocery, and hyperlocal platforms.
🛠 Key Responsibilities
- Own end-to-end User Acceptance Testing (UAT) for CX automation products
- Design comprehensive test cases and execute UAT across Ecommerce, Grocery, and Hyperlocal customer journeys
- Track, document, and validate defects using Jira or similar defect management tools
- Collaborate with Product, Business, and Engineering teams to validate business requirements
- Monitor post-launch performance metrics including bot accuracy, containment rate, and customer resolution
- Evaluate AI and Voice Bot performance including latency, pronunciation, speech quality, and conversation flow
- Perform multilingual benchmarking across Hindi, Tamil, Kannada, and other supported languages
- Measure Text-to-Speech (TTS) quality and Mean Opinion Score (MOS) for conversational AI systems
- Ensure automation solutions deliver excellent customer experience across all channels
- Support continuous improvement of AI-driven customer experience platforms
🎓 Eligibility Criteria
- Relevant experience in Quality Assurance, UAT, or Customer Experience Testing preferred
- Hands-on experience testing IVR, Chatbots, Voice Bots, Agent Assist, or Conversational AI solutions
- Strong analytical skills with excellent attention to detail
- Experience working with Business Requirement Documents (BRDs)
- Knowledge of Jira or similar defect tracking tools
- Understanding of conversational AI performance metrics and testing methodologies
- Good communication and cross-functional collaboration skills
- Passion for delivering exceptional customer experience through technology
⭐ Key Skills
- User Acceptance Testing (UAT)
- Quality Assurance (QA)
- IVR Testing
- Chatbot Testing
- Voice Bot Testing
- Conversational AI
- Jira
- Defect Management
- Customer Experience (CX)
- AI Performance Evaluation
💰 Benefits
- Work on cutting-edge AI-driven customer experience platforms
- Opportunity to shape the experience of millions of Flipkart customers
- Exposure to IVR, Chatbots, Voice AI, and Agent Co-pilot technologies
- Collaborate with Product, Engineering, Business, and CX teams
- Excellent career growth opportunities in Quality Engineering and AI Automation
⭐ Why Join Flipkart?
- Work with one of India's leading e-commerce and technology companies
- Contribute to AI-powered customer experience solutions at massive scale
- Gain exposure to conversational AI, automation, and voice technologies
- Collaborate with high-performing product and engineering teams
- Build expertise in next-generation CX automation and AI quality assurance
🧠 Core Skills Required
- User Acceptance Testing: Ability to design, execute, and validate end-to-end UAT for customer-facing applications.
- Conversational AI Testing: Hands-on experience testing IVR systems, chatbots, voice bots, and AI-powered customer journeys.
- Quality Assurance: Strong understanding of software testing methodologies, defect identification, and quality standards.
- Defect Management: Experience using Jira or similar tools to track, prioritize, and resolve defects.
- AI Performance Evaluation: Ability to evaluate bot accuracy, latency, conversation quality, pronunciation, and containment metrics.
- Analytical Skills: Capability to analyze testing results, identify gaps, and recommend improvements.
- Stakeholder Collaboration: Ability to bridge Business, Product, Engineering, and Customer Experience teams effectively.
- Attention to Detail: Strong focus on delivering a seamless and high-quality customer experience across automation platforms.
🎤 How to Prepare for the Interview
- Revise software testing fundamentals including UAT, functional testing, regression testing, and defect lifecycle.
- Be prepared to discuss your experience testing IVR systems, chatbots, voice bots, or conversational AI platforms.
- Review concepts related to BRDs, test case creation, defect reporting, and Jira workflows.
- Understand conversational AI metrics such as bot accuracy, containment rate, latency, and customer resolution.
- Prepare examples of identifying production issues and collaborating with engineering teams to resolve them.
- If you've worked on multilingual testing or voice quality evaluation, be ready to explain your approach.
- Demonstrate analytical thinking, attention to detail, customer obsession, and effective stakeholder communication.
📩 How to Apply
Interested candidates can apply through the official application form below.