Business Analyst - QA

WeSupport Incorporated; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

WeSupport Incorporated invites a seasoned Business Analyst/QA professional to join our team in the Philippines. You will collate and translate business requirements, design test plans, and ensure quality across AI knowledge management initiatives. You’ll collaborate with stakeholders, document processes, and oversee signoffs while maintaining data privacy standards.

The role emphasizes cross-functional teamwork, rigorous analysis, and delivering high-quality results in a fast-paced environment.

Qualifications

• Bachelor’s degree in business administration, Computer Science, Information Technology, or any related field.
• At least 5+ years of proven experience as a Business Analyst and Quality Assurance Analyst, preferably in banking or financial services.
• Proficiency in business requirements gathering, analysis, documentation, testing and quality assurance tools and software, and MS Office.
• Knowledge of chatbot technologies and Artificial Intelligence.
• Experience with Knowledge Management concepts and practices.
• Excellent analytical skills, strong attention to detail, and problem-solving ability.
• Strong communication and interpersonal skills for cross-functional teamwork.
• Able to work in a fast-paced environment with a focus on high-quality results.
• Certifications in AI, machine learning, data management, or knowledge management are a plus.

Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements.
• Collect, validate, and verify requirements for feasibility within project scope.
• Translate business needs into technical specifications and user stories.
• Develop and maintain project documentation including use cases and functional requirements.
• Facilitate workshops to align goals and deliverables.
• Analyze customer feedback to identify improvements in performance and UX.
• Monitor analytics to ensure continuous improvement of the solution.
• Create and update content for AI knowledge base including documentation and training materials.
• Own requirements traceability matrix and related documentation.

Skills

Requirements gathering

Analysis

Documentation

QA tools

Software

MS Office

Chatbot tech

AI knowledge

Knowledge management

Cross-functional work

Education

Bachelor’s degree in business administration, Computer Science, Information Technology, or related field

Tools

QA tools

MS Office

Job description

Qualifications

• Bachelor’s degree in business administration, Computer Science, Information Technology, or any related field

• At least 5+ years of proven experience as a Business Analyst and Quality Assurance Analyst, preferably in banking or financial services sector, and data analytics projects

• Proficiency in business requirements gathering, analysis, documentation, testing and quality assurance tools and software, and resourceful to use other MS Office tools

• Knowledge of chatbot technologies and Artificial Intelligence.

• Experience with Knowledge Management concepts and practices

• Excellent analytical skills, strong attention to detail, and problem-solving ability

• Strong communication and interpersonal skills, with the ability to work effectively in cross-functional teams

• Able to work in a fast-paced, dynamic environment, with a focus on delivering high-quality results

• Relevant certifications in AI, machine learning, data management, or knowledge management is a plus

Job Description

I. Major Responsibilities

1. Business Analysis and Knowledge Management

• Collaborate and work closely with stakeholders to gather, analyze, and document business requirements for the project

• Collect, validate, and verify requirements to ensure they meet business needs and are feasible within the project scope

• Analyze and translate business needs into technical specifications and user stories

• Develop and maintain detailed project documentation, including process flows, use cases, and functional requirements

• Facilitate workshops and meetings with stakeholders to ensure alignment of project goals and deliverables

• Gather and analyze customer feedback to identify areas for improvement in the solution’s performance and user experience

• Monitor analytics and performance metrics to ensure continuous improvement and success of the solution

• Create, curate, and update content for the AI knowledge base, including documentation, FAQs, and training materials.

• Own requirements traceability matrix and other documentation with proper labels, history changes, version controls, and support facilitation of signoffs, as necessary.

1. Quality Assurance

• Design, develop, and execute comprehensive test plans and test cases to ensure the solution meets business requirements and quality standards

• Perform functional, regression, and user acceptance testing on solution features and functionalities

• Implement quality control measures to ensure data integrity and reliability.

• Identify, document, and track defects and issues, working closely with development teams to ensure timely resolution

• Ensure compliance with quality standards, procedures, and data privacy and security standards in all solution interactions

• Conduct post-implementation reviews to ensure the solution performs as expected and meets customer satisfaction goals

• Monitor the quality and performance of the AI knowledge base and related systems.

1. Project Coordination / Team Collaboration

• Coordinate and work closely with business users, developers, UX/UI designers, and other team members to ensure functionality and seamless integration of the chatbot

• Monitor and report on project progress and performance, ensuring adherence to timelines and milestones

• Communicate updates and changes to the knowledge base to relevant stakeholders.

• Ability to support multiple projects simultaneously and manage deliverables, timelines, and priorities in coordination with DIAID leads.

1. Governance and Compliance

• Ensure the AI knowledge base adheres to organizational policies, ethical guidelines, and regulatory standards

• Implement governance frameworks to manage data privacy and security

II.Key Performance Indicators

• Requirement Accuracy: Percentage of requirements that are accurately translated into technical specifications and user stories and correctly implemented without needing significant changes

• Project Timeliness: Adherence to project timelines and milestones

• Stakeholder Satisfaction: Feedback from stakeholders regarding the clarity and completeness of requirements

• Defect Density: Number of defects identified per unit of code or functionality

• Test Coverage: Percentage of the solutions functionalities covered by test cases and test cases executed versus planned

• Team Collaboration: Feedback from team members on the effectiveness of collaboration and communication

• Compliance Adherence: Ensure adherence to data privacy and security standards

• Documentation Completeness: Provide clear and comprehensive documentation

• Presentation Effectiveness: Deliver a clear and comprehensive presentation that actively engages participants

• Content Accuracy & relevance: Percentage of accurate and up-to-date information in the knowledge base; Measure the relevance of content based on user feedback and usage patterns.

• Adherence to Standards: Ensure compliance with organizational policies, ethical guidelines, and regulatory standards