ChatBot Quality Assurance Specialist

Do you have what it takes? There are not many companies that are truly creating the future they imagined and emerging as category creators, we are not imitators and therefore looking for courageous creators! Clickatell is changing the way consumer and brands are engaging and ultimately how commerce will get done. We are creating the leading Chat Commerce enabler and we are looking for top, self-motivated talent that wants to have an impact.

We have a collaborative culture in which we dream big and solve complex challenges together in creative ways. We only accept champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve big things. In our agile and demanding environment, you will be required to collaborate across cultures and time zones, ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? We believe it’s not only about what we have done, but what we are doing and going to do. The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

Purpose

This role forms an integral part of the Customer Activation Team, responsible to bring together all the innovative product services Clickatell offers to deliver the client’s workflows, often integrating their system with Clickatell's. In this role you will leverage your expertise to uphold exceptional quality standards in the rapidly evolving global mobile landscape across multiple channels. Collaborating closely with Product Team Leads, Solution Architects, and the broader Service Delivery Team, you will drive quality assurance initiatives, requiring excellent communication, strategic insight, and a proactive approach to collaboration.

We Do The Right Things-Responsibilities of the Role

• Build comprehensive test plans according to the customer’s business requirements and API integrations to ensure exceptional end-user experience.
• Execute test plans for configured user journeys and API integrations, identifying risks and ensuring alignment with client expectations.
• Document test outcomes in JIRA, generate detailed metrics, and provide actionable insights for stakeholder reporting.
• Compile and present sign-off documentation, ensuring all quality benchmarks are met for project delivery.
• Collaborate with Integration Specialists and Solution Architects to assess changes, lead functional re-testing, and drive continuous improvement in chatbot workflows.
• Proactively identify, track, and escalate recurring technical issues, proposing solutions to enhance system reliability.
• Conduct first-level log analysis and coordinate with technical teams for deeper investigation of complex issues.
• Define and implement QA best practices, including test automation where applicable, to optimize efficiency and coverage.
• Mentor junior team members, providing guidance on testing methodologies and chatbot-specific challenges.

We Are on a Learning Journey- Requirements of the Role

• Relevant Bachelors’ Degree / Diploma / recognized qualification from an accredited tertiary institution.
• 5+ years’ relevant working experience.
• Proven expertise in testing chatbot user journeys and workflows.
• Advanced experience with API testing (e.g., Postman, RESTful services) and integration validation.
• Basic familiarity with Java or similar programming languages.
• Familiarity with database querying (e.g., SQL).
• Experience with Agile/Scrum methodologies and tools like JIRA or Confluence.
• Knowledge and abilities:
  • Exceptional communication skills, with the ability to influence stakeholders and foster strong cross-functional relationships.
  • Solution-oriented mindset, thriving in dynamic environments and adept at navigating change.
  • Strong analytical and logical reasoning, with meticulous attention to detail and systematic planning.
  • Self-motivated, capable of working independently and driving initiatives with minimal oversight.
  • Proven ability to manage multiple priorities in a fast-paced, technology-driven setting while maintaining high standards of quality.
  • Innovative problem-solver, bringing creativity and flexibility to evolving technical challenges.
  • Resilient under pressure, with a positive, proactive attitude and a track record of delivering results.
  • Commitment to seeing complex tasks through to completion within deadlines.
  • Team player, willing to step beyond core responsibilities to support organizational goals.

A Bit About You

• Team Player: Self-directed and dedicated team player who positively engages with the team to solve.
• Optimizing Processes: Optimally utilizes the tools and resources available to maximize output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.
• Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.
• Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.
• Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialties and teams to ensure all operations are aligned to meet the required objectives.
• Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.
• Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.
• Action Orientated Mindset: Knows how to skillfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments.
• Embracing Change: Invites change and stays focused and resilient, and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grow. Thinks ahead, anticipates, and acts.
• Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking.

Why You Should Join-Perks of the Role

• Medical Aid contribution
• Pension fund contribution
• Quarterly performance incentive bonus
• Risk benefit company contributions
• Reimbursable communications allowance for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Hybrid working with access to office hubs as required.
• Home office set-up with laptop, monitor and other related items.

Stronger Together

At Clickatell, Diversity, Inclusion and Belonging is at the core of who we are - from how we build our product platforms to how we build our workforce. We believe that we are stronger together and by leveraging the power of diversity and inclusion, we are able to generate innovative ideas to revolutionize the way the world uses chat technology. We create common ground - Our platform is for all, and so is our workplace. Everyone is welcome at Clickatell and our employees feel psychologically safe and empowered to show up with their authentic selves at work.