AI QA Engineer (m/f/d)

Job description

Company Description Job Description: As a Customer Service Agentic AI QA Engineer (m/f/d), you ensure that SIXT’s virtual agents and Generative-AI–powered workflows deliver reliable, safe, and delightful support across all customer service channels. You design and run intelligent test strategies for LLM- and agent-based systems, combining classic QA skills with a deep understanding of agentic automation, conversational AI, and customer service KPIs. YOUR ROLE AT SIXT: - Design and execute end-to-end test plans for customer service virtual agents (voice, chat, email). Build and maintain agentic AI test suites validating autonomous workflows (e.g., booking changes, billing, damages). - Define and monitor AI quality metrics such as resolution rate, deflection, CSAT, and safety violations. Develop test data and synthetic scenarios for edge cases, ambiguous queries, and multilingual requests. - Evaluate agent behavior through reasoning traces, tool-use decisions, and memory usage. - Implement and improve automated testing frameworks for conversational flows, APIs, and integrations. Contribute to LLMOps / CI/CD pipelines to automatically detect regressions. - Perform bias, fairness, and...