QA Specialist in India at Jobgether

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 within a modern digital service environment. You will be responsible for validating AI-generated responses, identifying quality gaps, and improving the performance of automation systems that power customer interactions. The position plays a key role in maintaining high customer satisfaction by ensuring that case handling, routing, and resolution processes function seamlessly across multiple platforms. You will collaborate closely with AI, product, and support teams to enhance training data, refine workflows, and improve system intelligence. The role also involves analysing customer experience metrics to identify trends and support continuous improvement initiatives. This is a highly detail-oriented, cross-functional environment where quality, precision, and data-driven decision-making are essential.

• 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.

• 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.

• Competitive compensation aligned with industry standards
• Opportunity to work with advanced AI and automation-driven customer support systems
• Flexible remote-first work environment
• Exposure to global teams across multiple regions and industries
• Strong focus on learning, innovation, and continuous improvement
• Collaborative and inclusive culture with employee resource groups and wellness initiatives
• Opportunity to contribute to meaningful digital transformation in public services and citizen engagement
• Career growth opportunities in QA, AI systems, and customer experience optimisation