AI System - Quality Assurance (QA) Specialist - software testing | Shaw Onsite

This is Work On Site in Shaw, Mandaluyong and on a Night Shift. The QA Specialist (Software Testing- Netic AI) plays a key role in maintaining the quality and performance of the client's AI-driven systems. The main role of this position is to enhance customer experience by ensuring that the platform performs seamlessly across all communication channels. Our AI plays an integrated role in scheduling, connecting customer interactions through voice, web, and text to the company's booking and dispatch systems. In addition to AI system QA, this role also covers Marketing / Customer Journey QA — validating that the customer's experience is consistent, accurate, and on-brand across marketing touchpoints and every handoff into voice, web, and text intake. This person will test all functionalities, manage issue tracking, and maintain accurate reporting in Monday.com. The QA Specialist ensures that every update or new feature meets performance standards before being rolled out to the team or customers

Key Responsibilities

Testing & Validation (AI Systems)

Conduct thorough testing of Voice Intake, Web Booking, and Text functionalities. Execute end-to-end testing for all Netic releases and system updates. Identify, document, and verify defects, usability concerns, and system inconsistencies. Validate that all issues are resolved prior to notifying the internal team of releases. Marketing & Customer Journey QAMap and test the full customer journey across marketing touchpoints (ads, landing pages, forms) through to voice, web, and text intake and booking. Verify that messaging, branding, offers, and promotions are accurately and consistently reflected across all channels and handoff points. Audit customer-facing content (scripts, prompts, automated messages, confirmations) for tone, accuracy, and brand consistency. Audit landing pages to ensure utm tracking is present in URLs and that those tracking values carry through to customers and booked jobs records in applicable software (Netic, Service

Titan, etc). Identify friction points or drop-offs in the customer journey and flag them for process or system improvement. Partner with the Marketing team to validate that campaign updates and channel changes are reflected correctly in the customer experience. Release & Issue Management

Test and approve all new Netic releases before deployment. Maintain the Monday.com QA board, ensuring accurate tracking of all tickets, bugs, and feature requests. Provide weekly QA reports detailing outstanding issues, priorities, and resolutions. Process & Communication

Collaborate to ensure effective communication and timely resolution of issues. Continuously improve testing processes and documentation to increase QA efficiency and reliability. Assist in maintaining QA standards and documentation for future releases. Qualifications

Prior experience in Quality Assurance, software testing, or a similar role. Familiarity with AI systems, voice or text-based communication tools, or booking platforms preferred. Experience with or strong interest in marketing/customer journey mapping, campaign QA, or CX auditing is a plus. Strong understanding of Monday.com or similar project management/ticketing systems. Exceptional attention to detail and organizational skills. Excellent communication and reporting abilities. Ability to work independently while collaborating effectively with cross-functional teams, including Marketing.