AI Implementation Quality Analyst

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.

The AI Quality & Evaluation Analyst is responsible for assessing the quality, correctness, completeness, and safety of AI generated responses across defined use cases. This role combines hands on human review with structured, rubric based evaluation incorporating automation to ensure AI systems meet documented standards before customer implementations go live.

As part of the implementation team, this role is client-facing and serves as a bridge between client expectations and system behavior, translating real-world use cases, domain context, and risk tolerance into measurable evaluation criteria and actionable feedback for product and engineering teams.

The role focuses on what the AI says and does, not on model training or infrastructure performance. The analyst serves as a human quality gate, ensuring outputs are accurate, appropriate for the audience, and aligned with policy and governance requirements.

This role works closely with product and domain experts to translate real world expectations into measurable evaluation criteria and repeatable test artifacts.

Partner directly with clients during implementation to understand use cases, success criteria, and risk tolerance
• Translate client requirements into evaluation frameworks, prompt strategies, and test coverage
• Act as the quality liaison between client, product, and engineering to ensure alignment pre- and post-launch
• Review and score AI responses using standard rubrics
• Validate against sources/ground truth; flag hallucinations, omissions, and other risks
• Document findings and calibrate with peers to keep scoring consistent
• Build and maintain prompt banks and golden sets (expected results)
• Expand coverage for edge cases, high-risk scenarios, and real user language
• Track regression/drift and feed dashboards and quality reports
• Triage internal and client feedback; synthesize themes across deployments
• Identify systemic risks and escalate high-impact findings with clear, client-relevant context
• Partner with product/engineering to validate and verify fixes, ensuring alignment with client expectations

• Strong analytical judgment and attention to detail
• Excellent written communication skills, including the ability to explain reasoning clearly
• Experience reviewing, auditing, or evaluating structured outputs such as content, decisions, or recommendations
• Comfort applying detailed guidelines and rubrics consistently at scale
• Familiarity with large language models and common failure modes such as hallucinations, overgeneralization, or unsafe responses
• Ability to work in spreadsheets, evaluation tools, or annotation platforms
• Experience with AI evaluation, data annotation, QA, trust and safety, or policy review
• Exposure to humanintheloop workflows, or benchmarking processes
• Domain expertise in a regulated or highrisk field such as government, education, healthcare, or legal services
• Experience contributing to test suites, evaluation dashboards, or quality reporting
• Comfort working crossfunctionally with product and engineering teams
• Experience in client-facing roles such as implementation, consulting, or solution delivery in a SaaS or regulated environment
• Ability to translate between business/user needs and technical system behavior

AI responses consistently meet defined standards for accuracy, completeness, and safety in real client use cases

Evaluation results are reproducible and trusted across teams and with clients

Client requirements and risk tolerances are clearly translated into evaluation criteria and test coverage

Quality issues are identified early, clearly documented, and actionable

Test coverage expands over time to reflect real user behavior and risk

Stakeholders can confidently use evaluation outputs to make release and governance decisions

AI outputs are consistently accurate, complete, and safe in real client use cases, with quality standards that are clearly defined and trusted across teams. Client expectations and risk tolerances are effectively translated into repeatable evaluation frameworks and test coverage. Issues are identified early, communicated clearly, and resolved quickly with engineering. Evaluation outputs are reliable and actionable, enabling confident release decisions and building trust with both internal stakeholders and clients.

A strong instinct for what "good" looks like and the discipline to define and measure it. You enjoy digging into ambiguous outputs, spotting subtle issues, and backing your judgment with clear reasoning and evidence. You're comfortable operating at the intersection of clients and technical teams-translating real-world needs into structured evaluation criteria and turning findings into actionable improvements. You like building systems that scale (rubrics, test sets, coverage) and take pride in making complex behavior consistent, reliable, and trustworthy.

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.

Flexibility & Balance

• Flexible 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.

• Multiple Health Plan Options - Including a 100% employer-paid plan.
  
• Employer HSA Contributions - When enrolled in a High-Deductible Health Plan.
  
• Fitness Reimbursement Program - Stay active, your way.
  
• On-Demand Mental Health Support - Access to Headspace and other wellness tools.

• Paid Parental Leave - For both birthing and non-birthing parents.
  
• Traditional & Roth 401(k) - With a generous company match.
  
• Life & AD&D Insurance - 100% employer-paid coverage for peace of mind.

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