[Hiring] QA Specialist @Granicus India

Role Description

We are seeking a detail-oriented and analytically driven QA & Automation Specialist to ensure the quality, accuracy, and effectiveness of AI-generated responses and automated support workflows. This role is critical to maintaining high CSAT, improving AI model performance, and ensuring that automation across platforms like Salesforce, Jira, and Wrike delivers a seamless customer experience.

What Your Impact Will Look Like

• AI Content & Case QA:
  • 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.
• Automation & Workflow:
  • 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.
• Customer Experience & CSAT Insights:
  • Analyze CSAT, NPS, and case resolution data to identify trends and quality issues.
  • Provide actionable feedback to improve customer-facing content and support workflows.
  • Participate in root cause analysis for customer dissatisfaction or automation failures.
• Tooling & Documentation:
  • Maintain test cases, QA documentation, and feedback logs using tools like Confluence or Notion.
  • Use Jira to track bugs, enhancements, and QA cycles.
  • Contribute to the development of QA dashboards and reporting tools.

Qualifications

• 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.

Requirements

• Understanding of customer and technical support metrics and health scoring.
• Exposure to support automation platforms and chatbot QA.
• Ability to work cross-functionally with AI, program management, and support teams.

Benefits

• Remote-first company with a globally distributed workforce.
• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions for interaction with the CEO on important issues.
• Microsoft Teams communities focused on wellness, art, family, and more.
• Special guest discussions on issues impacting employees.