QA Specialist

Job not on LinkedIn

🕒 March 26

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• 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. • 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. • Analyze CSAT, NPS, and case resolution data to identify trends and quality issues. • Provide actionable feedback to improve customer-facing content and support workflows. • Maintain test cases, QA documentation, and feedback logs using tools like Confluence, or Notion.

🎯 Requirements

• 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.

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs. • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.