Granicus

QA Specialist

Granicus

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

CloudRPA

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
QAcontent qualitycustomer support QAtest case managementAI/NLPRPAregression testingautomated workflowsdata analysiscase management workflows
Soft Skills
attention to detailcommunicationanalytical skills