Senior Validation Analyst - Customer Experiences

Teleperformance USA; Warren (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Teleperformance USA in Warren, MI seeks a Senior UAT/QA specialist to validate customer journeys, chatbots, and AI-enabled workflows across multilingual channels. This role blends manual and automated testing in a hybrid delivery model, collaborating with Product, Engineering, and Business Ops.

Candidates should have 4–6+ years in UAT, a Bachelor's degree, BrowserStack and Jira proficiency, and English fluency; French or Spanish is a strong plus.

Qualifications

• 4–6+ years in UAT, business validation, digital testing, or customer-experience quality support.
• Bachelor’s degree or equivalent experience in business, technology, or related field.
• Experience validating customer journeys, chatbots, AI-supported workflows, and multilingual experiences.

Responsibilities

• Oversee customer messaging, AI, chatbots, and validation activities.
• Execute approved manual test cases and regression suites.
• Support post-deploy production validation planning and execution.
• Create defects with evidence for engineering triage and debugging.
• Maintain test assets, records, and operating documentation.
• Provide status inputs and reporting to GM Program Management.
• Coordinate with Business Ops/Advisors for market-specific validation.

Skills

UAT

Business validation

Digital testing

Quality assurance

Multilingual testing

Education

Bachelor’s degree

Tools

BrowserStack

Jira

Salesforce/OneCRM

Job description

Category : Client Operations

Application Deadline: Ongoing until positions are filled.

About TP

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

Benefits of working with TP include

• TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
• We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
• We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Career Growth and Culture

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.

This position is 100% onsite at the Warren, MI location. Work at home is not available for this role.

Your Responsibilities

• Oversee:
• Customer messaging
• Customer AI
• Chatbots
• Customer-facing validation
• Approved regression execution
• Support administration of BrowserStack assets, suites, dashboards, and execution workflows for supported Customer Success Solutions teams (CTI, Messaging, OneCRM, Self-Help Portals)
• Execute approved manual test cases and approved business-facing regression suites.
• Support post-deploy production validation planning, coordination, and execution.
• Create and log initial defects with evidence sufficient for engineering triage and debugging follow-through.
• Maintain execution records, test assets, and operating documentation.
• Provide standardized status inputs and reporting support to GM Program Management.
• Coordinate selectively with Business Ops / Advisors where real-call, persona, language-specific, or market-specific validation is required.

Qualifications

• Experience: 4-6+ years in UAT, business validation, digital testing, or customer-experience quality support.
• Education: Bachelor’s degree or equivalent experience in business, technology, communications systems, or related field.
• Technical / functional proficiency: Experience validating customer journeys, chatbots, digital messaging, AI-supported workflows, and multilingual customer-facing experiences.
• Tool expertise: BrowserStack experience required; Jira defect entry and evidence capture required; familiarity with Salesforce / OneCRM-style workflows preferred.
• Domain knowledge: Should be comfortable with scenario-based validation, production-safe validation, and judgment around what can be automated versus what should remain manual.
• Language profile: Strong English required; French and/or Spanish capability strongly preferred.
• Ability to document issues with clear reproduction steps, expected vs. actual behavior, environment context, and supporting evidence.
• Comfort operating in a hybrid manual-plus-automation model.
• Ability to work across Product, Engineering, Program Management, and Business Ops / Advisors.
• Experience supporting global, multilingual, persona-based, or market-variant validation preferred.
• Demonstrated reliability in release windows, defect triage cycles, and time-sensitive execution.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.