Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a QA Specialist in India.

This role focuses on ensuring the quality, accuracy, and reliability of AI-driven customer support outputs and automated workflows across enterprise support systems. You will play a key part in validating AI-generated responses, identifying gaps in content quality, and improving the performance of automation systems that power customer experience. Working across tools like Salesforce, Jira, and other workflow platforms, you will help ensure that case handling, routing, and resolution processes function seamlessly. The position combines analytical thinking, attention to detail, and cross-functional collaboration with AI, support, and product teams. You will also contribute to improving customer satisfaction by analyzing support metrics and identifying trends in service quality. This is an impactful role for someone who enjoys combining QA rigor with emerging AI and automation technologies.

Accountabilities

• 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.

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.

Benefits

• Competitive compensation aligned with experience
• Remote work flexibility within India
• Opportunity to work at the intersection of QA, AI, and automation
• Exposure to modern SaaS support systems and enterprise workflows
• Career growth in AI-enabled customer experience operations
• Inclusive, global, and collaborative work culture

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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