Senior Manual QA Support Engineer

Mission

Speechify is the easiest way to listen to the world’s information. Articles on the web, documents in the cloud, books on your phone. We absorb it all and let you listen to it at your desk, on the go, at your own speed, and with tools that make learning easier, deeper, and faster.

What streaming services have done for audio entertainment, we’re doing for audio information. And whatever we’re doing seems to be working. We’re #1 in our category, and experiencing exponential growth.

Overview:

Join our dynamic Customer Support team as a Manual Quality Assurance Engineer, where you'll play a crucial role in ensuring the highest standards of quality in our customer interactions. You’ll work closely with both the support team and our development department to test and validate the quality of our customer support systems and processes as well as validate and product customer issues and partner with our engineering team on solutions.

What You’ll Do:

1. Manual Testing:
• Design, develop, and execute manual test cases to verify the functionality and performance of customer support systems.
• Perform exploratory testing to identify potential issues and gaps in the system.
• Execute regression tests to ensure that recent changes haven’t adversely affected existing functionalities.
2. Quality Assurance:
• Assess customer support processes and tools to ensure they meet established quality standards.
• Collaborate with the customer support team to understand common issues and create test scenarios that reflect real-world use cases.
• Review and analyze customer support tickets to identify trends and potential areas for improvement.
3. Bug Reporting and Tracking:
• Document defects, inconsistencies, and other issues found during testing.
• Work with the development team to prioritize and track bug fixes through to resolution.
• Ensure that fixes are properly validated and tested before deployment.
4. Documentation and Reporting:
• Maintain comprehensive and up-to-date documentation of test cases, testing procedures, and quality assurance processes.
• Prepare detailed reports on testing outcomes, including any issues identified and their potential impact on customer experience.
• Provide feedback and recommendations to improve overall support quality and processes.
5. Collaboration and Communication:
• Work closely with customer support agents to understand their needs and challenges.
• Coordinate with the development and product teams to ensure alignment on quality standards and requirements.
• Facilitate training and knowledge-sharing sessions to improve understanding of quality processes among support staff.

An Ideal Candidate Should Have

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in manual quality assurance testing, preferably in a customer support or service environment.
• Strong understanding of quality assurance methodologies and best practices.
• Excellent analytical and problem-solving skills with attention to detail.
• Proficiency in creating and executing test plans and test cases.
• Familiarity with bug tracking and test management tools (e.g., JIRA, TestRail).
• Strong written and verbal communication skills.
• Ability to work effectively both independently and as part of a team.
• Knowledge of customer support systems and processes is a plus.

Preferred Skills:

• Experience with automation testing tools and frameworks.
• Understanding of Agile development methodologies.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) is a plus.

What We Offer

• A fast-growing environment where you can help shape the culture
• An entrepreneurial crew that supports risk, intuition, and hustle
• A hands-off approach so you can focus and do your best work
• The opportunity to make an impact in a transformative industry
• A competitive salary, a collegiate atmosphere, and a commitment to building a great asynchronous culture

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Speechify is committed to a diverse and inclusive workplace.

Speechify does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.