QA Specialist
Remote work flexibility within IndiaFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–5 years
- Required Skills
- Artificial IntelligenceMachine LearningQAJiraNLP
Requirements
- 3–5 years of experience in QA, content quality assurance, or customer support QA roles.
- Strong understanding of Salesforce Service Cloud and case management workflows.
- Familiarity with AI/ML tools, NLP platforms, or RPA solutions (e.g., OpenAI, Forethought, UiPath).
- Experience using QA and issue tracking tools such as Jira and test case management systems.
- Strong analytical mindset with excellent attention to detail and problem-solving abilities.
- Good understanding of customer support metrics such as CSAT, NPS, and service quality indicators.
- Ability to work cross-functionally with AI, product, and customer support teams in a collaborative environment.
Responsibilities
- Review and validate AI-generated responses, support content, and case resolutions to ensure accuracy, tone consistency, and contextual relevance.
- Identify and document AI errors, edge cases, hallucinations, and content gaps, working with relevant teams to improve model quality.
- Design, execute, and validate automated workflows across Salesforce Service Cloud, Jira, and other support platforms.
- Support regression testing and release validation for new AI features and automation enhancements.
- Analyze CSAT, NPS, and support case data to identify trends, risks, and opportunities for quality improvement.
- Participate in root cause analysis for customer dissatisfaction, workflow failures, or automation issues.
- Maintain QA documentation, test cases, and reporting logs using tools such as Confluence or similar platforms.
View Full Description & ApplyYou'll be redirected to the employer's site
