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Job Description & How to Apply Below
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.
Accountabilities
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.
Requirements
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.
Benefits
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
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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