Quality Assurance Analyst – AI Agents

About the role

The Quality Assurance Analyst – AI Agents ensures that AI‑driven customer support interactions within ServiceNow Customer Service Management meet the same quality, compliance, and experience standards as live agents. You will work closely with the live‑agent QA team, UX designers, platform leads, and the product owner to continuously improve AI agent performance and customer trust.

Key responsibilities

• Review AI agent conversations using existing live‑agent QA standards.
• Evaluate accuracy, completeness, and relevance of AI responses.
• Ensure AI behavior aligns with support processes, playbooks, and approved knowledge.
• Assess tone of voice, language quality, and customer empathy.
• Identify knowledge gaps and flag outdated or missing documentation.
• Validate AI responses against security, privacy, and compliance requirements.
• Apply governance rules consistently across AI support use cases.
• Escalate risks or compliance concerns when identified.
• Collaborate with QA and knowledge teams to improve content readiness.
• Contribute to AI‑specific quality guidelines and checklists.

Required profile

• Bachelor’s degree (or near completion) in IT, Business, Communications, or a related field.
• Strong interest in customer support quality, AI, and digital experiences.
• Understanding of customer service processes and quality standards.
• Excellent written English with attention to wording, tone, and clarity.
• Analytical mindset with the ability to assess conversations critically.

Required skills

• ServiceNow platform, specifically Customer Service Management (CSM).
• ServiceNow Virtual Agent.
• Now Assist for CSM.