Functional QA & Customer Onboarding Specialist at a Reputable Company

Functional QA & Customer Onboarding Specialist at a Reputable Company | Iko Kazi

Responsibilities

Functional Testing and Quality Assurance

Conduct daily functional testing of the web platform and mobile applications.
Test the platform from the perspective of different users, including administrators, coaches, players, and parents.
Perform end-to-end testing of key workflows before new features, fixes, and updates are released.
Conduct regression testing to confirm that new changes have not affected existing functions.

Test real-life and edge-case scenarios.

Test releases across both web and mobile platforms, including different devices where required.
Identify, document, and reproduce bugs with clear steps, screenshots, videos, and supporting information.
Maintain structured testing checklists covering all platform features and user roles.
Prepare testing reports and provide clear approval or feedback before releases move from staging to production.
Retest resolved issues and confirm that fixes work correctly without affecting related features.
Maintain a clear understanding of the relationships and dependencies between different platform features.

Project Coordination

Coordinate with the development team regarding bugs, fixes, feature updates, and release schedules.
Track reported issues from identification through resolution and final verification.
Help establish and maintain a structured testing and release process.
Support phased releases by ensuring each update is properly tested before being made available to customers.
Prioritise issues based on their impact on customers and core platform functionality.
Participate in regular product and development review meetings.
Provide clear updates to management regarding platform stability, open issues, testing progress, and customer concerns.

Customer Onboarding and Training

Set up new customers and guide them through the onboarding process.
Conduct platform demonstrations for prospective and existing customers.
Train administrators, coaches, and other customer representatives on how to use the platform effectively.
Support customers during their initial implementation and adoption period.
Prepare and maintain user guides, onboarding checklists, FAQs, and training materials.
Create or coordinate short instructional videos covering important platform functions.
Ensure customers understand the correct processes for using the platform and its various features.

Customer Support and Product Feedback

Act as a key point of contact for customers requiring assistance with the platform.
Respond to user questions and investigate reported issues promptly.
Determine whether an issue is caused by a software defect, incorrect configuration, or the user's understanding of the platform.
Provide practical support to customers, including on-site assistance when required.
Gather customer feedback and convert it into clear product requirements or improvement recommendations.
Represent the customer's perspective when reviewing new features and platform changes.
Identify recurring customer difficulties and recommend improvements to the product, onboarding process, or training materials.

Preferred Experience

Experience working with sports academies, clubs, teams, coaches, or sports management platforms.
Experience with bug-tracking or project-management tools.
Familiarity with staging and production environments and software release processes.
Experience preparing test cases, regression-testing plans, user guides, or training videos.
Experience delivering software demonstrations and customer training.
An interest in sports and an understanding of how sports organisations operate would be an advantage.

Key Skills and Attributes

Customer-focused and able to think from the end user's perspective.
Naturally curious and willing to explore every part of the platform.
Proactive in identifying problems rather than waiting for customers to report them.
Excellent communicator with the confidence to conduct demonstrations and training.
Patient, organised, and methodical.
Strong problem-solving and analytical skills.
Accountable and consistent in following issues through to completion.
Passionate about learning the platform and becoming its internal functional expert.

Key Performance Indicators

Stand out to recruiters