Conversational Support QA Lead

Santa Clara Valley (Cupertino), California, United States
Support and Service


Weekly Hours: 40
Role Number:200111056
Imagine what you could do here. At Apple, new ideas have a way of becoming excellent products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We're seeking a Conversational Support QA Lead to perform User Acceptance Testing (UAT) activities. As a member of the AppleCare Digital Quality Platform team, you will be responsible for the task delivery in line with the needs of our client, on time and within quality guidelines. You offer strong written and verbal skills and a level of flexibility to absorb ad hoc tasks in addition to the overall assignment.

Key Qualifications

  • Minimum 4+ years of QA leadership in a testing environment
  • Deep understanding of the Program Development Life Cycle
  • Experience with defect management and reporting systems
  • IT Localization industry experience preferred
  • Experience with automation testing process
  • Excellent organizational and documentation skills
  • Good communication and team collaboration skills
  • Detailed focus on user journey and experience
  • Ability to use standard methodologies, professional concepts and objectives to resolve complex issues and achieve successful outcomes
  • Flexibility to accommodate evolving business needs
  • Advanced spreadsheet skills (Excel, Numbers)
  • Ability to think & execute testing from a user’s perspective
  • Knowledge of foreign language(s) is a plus


You will play a lead role in performing rigorous testing on internal and external messaging applications required by our client before the applications go live. Your ability to track, analyze and measure project progression and report status to our client is key to success in this position. Additional responsibilities include: Manual testing of iOS applications Communicate and handle bugs effectively while executing standard fix processes Take initiative to actively identify and tackle problems Participate in go-no-go release meetings Track and monitor progression and reporting to the client and Apple teams. Analysis & translation of BRDs, functional specifications & UE Requirements, and creation of formal documentation – including test plans, test scripts and reports Training and coordination of testing resources to meet strict testing deadlines Ensure testing resources have proper information to allow smooth execution of test plans. Attending readiness meetings to understand the training, support and communication plans. Execute Test Scripts: Conduct direct testing as well as assign testing to rotational and regional testers Schedule and lead checkpoint meetings with key members of the project team, which includes identifying which tickets require discussion and ensuring that proper attention is on the correct priorities Maintain an in-depth understanding of end-to-end configurations and setups (ConversationKit, JourneyEngine, MAP error messages, Entry Point parameters, etc.) Highlight and drive issues from identification to resolution Review and analyze test scripts

Education & Experience

BA in Computer Science or other relevant technical field is preferred

Additional Requirements

  • Experience running small to medium Agile projects
  • Xcode for app simulation
  • Experience with cross device mobile testing on iOS platform (iPad, iPhone, iPod)
  • UX/UI expertise
  • Locale/language testing
  • Ability to work with technology and grasp new concepts quickly
  • Agile test process knowledge
  • Natural Language Processing (NLP)
  • Advanced testing knowledge of messaging platforms and technology (iMessage, WeChat, WhatsApp, Jabber)
  • Conversational Chat testing