QA SSR

Description

Job Summary: We are seeking an analytical profile with experience in manual testing to validate end-to-end solutions aimed at evolving and operating a bank's omnichannel customer service capabilities. Key Highlights: 1. Designs, documents, and executes manual test cases. 2. Validates end-to-end flows across omnichannel customer service channels. 3. Participates in technological modernization and continuous improvement. Join Stefanini! At Stefanini, we are over 30,000 brilliant minds connected from 41 countries, doing what we love and co-creating a better future. You definitely don’t want to miss out! **** Why will we choose you? Because the challenges you’ll take on reflect your ambitions! **Responsibilities and Duties** The squad is responsible for designing, evolving, and operating the bank’s omnichannel customer service capabilities—integrating contact channels (telephony, chat, messaging, and digital platforms) and ensuring a unified, efficient, and frictionless customer experience. This role has a strong functional component and requires deep understanding of contactability business processes, customer service workflows, and platform integrations. We seek an analytical profile capable of validating end-to-end solutions and interested in evolving toward automation practices and continuous improvement. Main Responsibilities * Analyze functional requirements and participate in defining test criteria. * Design, document, and execute manual test cases. * Validate end-to-end flows across customer service channels (contactability, Genesys, and integration with core systems and external platforms). * Execute functional, integration, and regression tests. * Manage defects, evidence, and their tracking until resolution. * Collaborate with developers, PO/TO, and stakeholders to ensure functional understanding of the solution. * Participate in agile ceremonies (backlog refinement, planning, daily stand-ups, and retrospectives). * Ensure proper recording of evidence and traceability in defined tools (ALM / ServiceNow). * Analyze the impact of solutions on customer service operations and customer experience. * Collaborate in continuous improvement of testing processes and test coverage. * Identify automation opportunities (APIs and workflows) using tools such as Postman or Bruno. * Participate in technology modernization initiatives related to the evolution of customer service channels. Business Scope This role operates within a squad focused on: * Orchestrating the bank’s customer service channels (telephony, chat, and messaging). * Technological evolution of customer service. * Integration and operation of the Genesys platform as the core contactability engine. * Validating end-to-end customer interaction journeys. * Monitoring and continuously improving customer experience across all touchpoints. Required Tools and Expertise * Manual functional testing * Postman and/or Bruno (for API testing) * Basic knowledge of APIs (REST, JSON) * SQL (intermediate level) * ALM (Application Lifecycle Management) * ServiceNow * Scrum methodology / agile team collaboration Required Seniority **Semi-Senior (SSR)** * Prior experience in manual testing of applications. * Functional analysis capability and business understanding. * Proficiency in test documentation and defect management. * Interest in evolving toward automation practices. * Operational autonomy and organizational skills. Role Value This role directly impacts how the bank engages with its customers, contributing to the transformation of service models into a modern, omnichannel, and customer-experience-centric framework. We Especially Value * Analytical ability and attention to detail. * Interest in understanding the business and its impact on the end customer. * Strong interpersonal communication skills, as well as effective communication with technical and functional teams. * Proactivity and focus on continuous improvement. * Interest in automation and emerging quality practices. * Adaptability to dynamic, innovative environments. **Requirements and Qualifications** Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action matters, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive individual who embraces continuous learning and has innovation embedded in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future—together!