QA Specialist

The Company:

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Job Summary:

We are seeking a detail-oriented and analytically driven AI and Cases QA Specialist to ensure the quality, accuracy, and effectiveness of AI-generated responses and automated support workflows. This role is critical to maintaining high CSAT, improving AI model performance, and ensuring that automation across platforms like Salesforce, Jira, and Wrike delivers a seamless customer experience.

What Your Impact Will Look Like:

Essential Function

Knowledge/Skills/Abilities

• AI Content & Case QA
• 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.
• Automation & Workflow Testing
• 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.
• Customer Experience & CSAT Insights
• Analyze CSAT, NPS, and case resolution data to identify trends and quality issues.
• Provide actionable feedback to improve customer-facing content and support workflows.
• Participate in root cause analysis for customer dissatisfaction or automation failures.
• Tooling & Documentation
• Maintain test cases, QA documentation, and feedback logs using tools like, Confluence, or Notion.
• Use Jira to track bugs, enhancements, and QA cycles.
• Contribute to the development of QA dashboards and reporting tools.

You Will Love This Job If You Have:

Experience/Credentials:

Required

• 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.

Preferred

• Understanding of customer and technical support metrics and health scoring.
• Exposure to support automation platforms and chatbot QA.
• Ability to work cross-functionally with AI, program management, and support teams.

Security Requirement:

Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

About Us:

Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  
  a part of our journey.
• A few culture highlights include – 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.
• We bring in special guests from time to time to discuss issues that impact our employee
  
  population

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

The Benefits: At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here's what you can expect as a India-based team member:

Flexibility & Balance

• Paid Time Off– Take the time you need to rest, recharge, and live your life.
• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
• Work From Home Reimbursement – Support a productive home office environment.

Health & Wellness

• Private healthcare benefits - Comprehensive coverage for you and your family.
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.
• Fitness Reimbursement & Cycle Program – Stay active, your way.
• Critical Illness and Life Insurance Benefits

Family & Future

• Paid Parental Leave - For both birthing and non-birthing parents.
• Pension plan with employer contributions

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.