AI Quality and Content Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct audits of AI-generated responses across chat interactions and self-service processes.

• Detect hallucinations, presumed resolutions, incomplete answers, and compliance issues.

• Evaluate AI performance based on established quality assurance frameworks.

• Review and verify AI knowledge content, workflows, and source materials.

• Pinpoint content that could adversely affect AI-generated responses and the customer experience.

• Develop ongoing content governance protocols for help center articles, macros, internal documentation, and workflow logic.

• Analyze the root causes of AI failures.

• Deliver actionable insights to the Content Strategist and Head of Support.

• Create feedback channels with Product and Engineering teams to represent the customer's voice.

• Construct and uphold performance dashboards.

• Highlight trends and suggest enhancements.

• Collaborate with stakeholders to retrain AI, enhance knowledge content, and modify workflows and guardrails.

• Assist in establishing a closed-loop system for AI optimization.

• Consistently enhance and sustain the quality of AI source content.

• Develop scalable auditing processes to detect content gaps, outdated documentation, and declining AI confidence or resolution quality.

• Help set standards for AI-compatible knowledge design.

• Propel improvements in AI error rates, AI customer satisfaction (CSAT), containment rates, trust scores, channel adoption, content-gap identification, and AI governance.

⛳️ Requirements

• Proven experience in auditing AI-generated responses for accuracy, hallucinations, incomplete answers, and compliance risks.

• Experience in auditing and validating knowledge content, workflows, and source materials utilized by AI systems.

• Capability to identify outdated, conflicting, incomplete, or low-confidence content.

• Experience in establishing content governance processes for help center articles, macros, internal documentation, and workflow logic.

• Conduct root cause analysis of AI failures, including content gaps, ineffective prompt handling, and edge cases.

• Competence in building and maintaining dashboards that track resolution accuracy, escalation drivers, and customer sentiment.

• Ability to collaborate with Content, Product, Engineering, and Support stakeholders.

• Proficiency in creating scalable auditing mechanisms and defining standards for AI-compatible knowledge design.

• Must be eligible to work in the United States without sponsorship.

• Willingness to travel to the corporate headquarters in Denver, Colorado, or other office locations across North America.

🏝️ Benefits

• Flexibility to work in a manner that suits you best within your country of employment – whether in-office, remote, or hybrid.

• Ongoing investment in your professional development.

• Immediate access from Day 1 to a comprehensive health and wellness benefits package, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.