QA Specialist
New
Armenia, Australia, Canada, India, New Zealand, United Kingdom, United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- Artificial IntelligenceQAJiraConfluenceNotionNLP
Requirements
- 3–5 years of experience in QA, content quality, or customer support QA roles.
- Strong understanding of Salesforce Service Cloud and case management workflows.
- Familiarity with AI/NLP platforms or RPA (e.g., Forethought, OpenAI, UiPath).
- Experience with QA tools (e.g., Jira) and test case management.
- Excellent attention to detail, communication, and analytical skills.
- Understanding of customer and technical support metrics and health scoring (Preferred).
- Exposure to support automation platforms and chatbot QA (Preferred).
- Ability to work cross-functionally with AI, program management, and support teams (Preferred).
Responsibilities
- Review and validate AI-generated responses, knowledge articles, and case resolutions for accuracy, tone, and contextual relevance.
- Identify and document edge cases, hallucinations, or gaps in AI-generated content.
- Collaborate with AI trainers and product teams to improve model performance and training data quality.
- Create, test and validate automated workflows across Salesforce Service Cloud, Jira, and Wrike.
- Ensure that case routing, escalation, and resolution automations function as intended and align with business rules.
- Support regression testing and release validation for new AI/automation features.
- Analyze CSAT, NPS, and case resolution data to identify trends and quality issues.
- Provide actionable feedback to improve customer-facing content and support workflows.
- Maintain test cases, QA documentation, and feedback logs using tools like Confluence or Notion.
- Contribute to the development of QA dashboards and reporting tools.
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