QA Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Review and assess AI-generated outputs, knowledge articles, and case resolutions for precision, tone, and contextual appropriateness.

• Detect and document edge cases, inaccuracies, or deficiencies in AI-generated content.

• Partner with AI trainers and product teams to enhance model performance and the quality of training data.

• Develop, test, and verify automated workflows within Salesforce Service Cloud, Jira, and Wrike.

• Ensure that case routing, escalation, and resolution automations operate correctly and comply with business regulations.

• Assist with regression testing and release validation for new AI and automation functionalities.

• Evaluate CSAT, NPS, and case resolution metrics to uncover trends and quality concerns.

• Keep test cases, QA documentation, and feedback records updated using tools such as Confluence or Notion.

⛳️ Requirements

• 3–5 years of experience in QA, content quality, or customer support QA positions.

• Strong comprehension of Salesforce Service Cloud and case management processes.

• Knowledge of AI/NLP platforms or RPA (e.g., Forethought, OpenAI, UiPath).

• Experience with QA tools (e.g., Jira) and test case management.

• Exceptional attention to detail, along with strong communication and analytical skills.

🏝️ Benefits

• Employee Resource Groups to promote diverse perspectives.

• Coffee with Mark sessions – Our employees have the opportunity to engage with our CEO on significant topics such as mental health, work-life balance, and current events.

• Microsoft Teams communities centered around wellness, art, pets, family, parenting, and more.