Quality Assurance Analyst

The Quality Assurance Analyst – AI Agents ensures that AI‑driven customer support interactions within ServiceNow Customer Service Management (CSM) meet the same quality, compliance, and experience standards applied to live customer support agents. The role focuses on reviewing and assessing AI agent responses (e.g., Virtual Agent and Now Assist for CSM) to ensure alignment with support processes, approved knowledge, documentation standards, security and compliance requirements, and tone of voice. Working closely with the live‑agent QA team, as well as UX designers, ServiceNow platform leads, and the CSM Product Owner, the QA Analyst supports continuous improvement of AI agent quality and customer trust.