Quality Assurance

Babylonstoren is seeking a dynamic, detail-oriented, and proactive Quality Assurance & Support Analyst to join our team. In this dual-role position, you will manage customer support requests and assist with testing and quality assurance (QA) processes for our e-commerce platform. You will bridge the gap between customer feedback, support, and product functionality, ensuring timely resolution of issues and high-quality software delivery.

This role is suited to someone who thrives in a dynamic environment, enjoys collaborating with cross-functional teams, and has a keen eye for detail in both problem-solving and testing.

**Required Skills & Qualifications**
- Strong problem-solving skills with the ability to quickly understand and resolve customer issues.
- Excellent written and verbal communication skills, with a solutions-oriented approach.
- Meticulous attention to detail in testing, troubleshooting, and documentation.
- Ability to manage multiple tasks simultaneously and to prioritise effectively in a fast-paced environment.
- Strong organisational skills and the ability to handle a high volume of requests.
- Ability to collaborate effectively with cross-functional teams.
- Comfortable in a dynamic and evolving work environment, responding to varying client needs and product requirements.

**Additional Skills**
- Exposure to software testing, UAT, or related QA concepts.
- Familiarity with issue tracking or project management tools, such as Jira or Trello.
- Understanding of e-commerce workflows through experience or academic projects.
- Introductory knowledge of SQL, APIs, or web technologies.
- Interest in agile ways of working and cross-functional collaboration.
- Recent graduate or final-year student in computer science, engineering, information systems, or related fields are welcome.

**Key Responsibilities**

**Customer Support & Support Triaging**
- Investigate and resolve customer issues related to the backend (order management, shipments, customers) and the frontend (online shop) functionality.
- Reproduce, validate, and triage reported issues from customers and support teams.
- Escalate unresolved or complex queries to the Product Owner or development teams.
- Track support requests in a structured ticketing system and document issues with accurate details and clear solutions.
- Create knowledge base articles and Frequently Asked Questions (FAQs) to reduce reliance on the development team.
- Communicate effectively with stakeholders, keeping them informed about issue status and resolutions.

**Quality Assurance & Testing**
- Perform manual testing for new features and regression testing for existing functionality.
- Collaborate with the product and business teams to understand requirements, acceptance criteria, and feature specifications.
- Design, coordinate, and execute User Acceptance Testing (UAT), ensuring functionality meets business requirements before release.
- Identify, log, and categorise and prioritise bugs or issues, providing clear reproduction steps for the development team.
- Plan, schedule, and prioritise test activities to align with project milestones and release timelines.
- Provide comprehensive documentation of testing outcomes and UAT sign-offs.
- Advocate for QA best practices and identify opportunities to improve testing processes and tools.

**What You’ll Get from Us**
- A market-related remuneration package.
- Daily catered lunch when working on-site.
- Access to our new recreation centre, gym, and heated swimming pool.
- Invitations to all social and team-building events.
- Significant discounts at Babylonstoren, The Newt in Somerset, and other estates worldwide (e.g. 50% off hotel stays, 30% off spa treatments, wine, products, and more).