Functional - QA Test Analyst; Islamic Banking CRM Program

Job Summary

The UAT Tester supports the CRM Transformation Program by executing detailed UAT activities across all CRM modules and related Islamic banking processes. The role focuses on test case execution, defect identification, business process validation, and ensuring CRM functionalities perform as designed across all channels and integrated systems.

The UAT Tester collaborates with Business Users, Product Owners, Operations, Sharia, and Technology teams to validate that CRM journeys—including onboarding, cases, complaints, service requests, call center scripts, and lead management—operate effectively and consistently with Islamic banking rules and operational requirements.

• Execute test cases for CRM modules, integrations, workflows, dashboards, and reporting features.
• Validate customer journeys such as onboarding, KYC/KYB, service requests, account servicing, case management, and complaint handling.
• Run UAT cycles for CRM–core banking integrations (T24, LOS, AML, Digital Channels, OFSAA).
• Identify, log, and retest defects using JIRA or equivalent platforms.
• Prepare and manage test data for CRM customer profiles, leads, cases, and workflows.
• Ensure CRM processes comply with Islamic banking rules, operational SOPs, and regulatory requirements.
• Support daily UAT reporting for completed cases, open defects, re-tests, and blockers.
• Work closely with the UAT Lead to align execution with test plans and timelines.
• Perform regression testing for CRM enhancements and hotfixes.
• Participate in business demos, solution walkthroughs, and sprint reviews.
• Conduct post-deployment sanity checks after releases.
• Ensure documentation of test evidences for audit, governance, and process validation.

• Collaborate with business users, operations, Sharia, and technology teams to clarify CRM requirements and validate expected outcomes.
• Support vendor teams with defect reproduction, log capture, and workflow tracing to accelerate resolution.
• Ensure all test cases and defects are documented accurately and traceable to requirements.
• Participate in continuous improvement discussions to enhance CRM user experience and operational efficiency.
• Support UAT training, knowledge transfer, and CRM user workshops as required.
• Ensure adherence to UAT governance standards and quality expectations set by the Test Lead.

• Minimum 4 years of experience in UAT, quality assurance, or business support functions within banking.
• Exposure to CRM platforms (Salesforce, Dynamics, Temenos Infinity CRM, Oracle CRM, equivalent).
• Understanding of Islamic banking concepts and customer service processes.
• Hands‑on experience with defect management tools (JIRA, Azure Dev Ops, HP ALM).
• Experience reading BRDs, functional specs, user stories, and process flows.

• Bachelor’s degree in Business, IT, Engineering, or equivalent field.
• ISTQB Foundation or Agile testing certification preferred.