QA Specialist

New

IndiaFull-TimeMiddle

Salary not disclosed

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Job Details

3–5 years of experience in QA, content quality, customer support QA, or similar roles.
Strong experience with Salesforce Service Cloud and case management workflows.
Familiarity with AI/ML or NLP platforms and automation tools such as RPA solutions or chatbot systems.
Hands-on experience with QA tools such as Jira and test case management frameworks.
Strong analytical thinking with excellent attention to detail and problem-solving skills.
Ability to interpret customer experience metrics and translate insights into actionable improvements.
Strong communication skills with the ability to work effectively across technical and non-technical teams.
Exposure to support automation systems and cross-functional product environments is a plus.

Review and validate AI-generated responses, knowledge articles, and case resolutions to ensure accuracy, relevance, tone, and consistency.
Identify, document, and escalate edge cases, errors, hallucinations, and gaps in AI outputs or automated workflows.
Design, execute, and maintain test cases for automation workflows across platforms such as Salesforce Service Cloud, Jira, and Wrike.
Support regression testing, release validation, and quality assurance for AI and automation feature updates.
Analyse customer experience metrics such as CSAT, NPS, and resolution data to identify quality issues and improvement opportunities.
Collaborate with AI trainers, product teams, and support teams to improve model performance and customer-facing outputs.
Maintain QA documentation, test logs, and reporting dashboards using tools like Jira and Confluence.
Contribute to root cause analysis and continuous improvement of support workflows and automation systems.

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