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, cases, and self-service interactions.

• Detect hallucinations, assumed resolutions, incomplete answers, and compliance risks.

• Evaluate AI performance based on established QA frameworks.

• Review and validate knowledge content, workflows, and source materials utilized by AI systems.

• Identify content that is outdated, conflicting, incomplete, or lacks confidence.

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

• Analyze the root causes of AI failures, such as content gaps, ineffective prompt handling, and edge cases.

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

• Create feedback mechanisms with Product and Engineering while representing the voice of the customer.

• Construct and maintain dashboards that track resolution accuracy, escalation drivers, and customer sentiment.

• Identify trends and suggest improvements.

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

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

• Develop scalable auditing processes to pinpoint content gaps, outdated documentation, and declines in AI confidence or resolution quality.

• Help set standards for AI-compatible knowledge design.

⛳️ Requirements

• Must reside in the United States.

• Must be eligible to work without requiring sponsorship.

• Proven experience in auditing AI-generated responses across chat, cases, and self-service processes.

• Capability to identify hallucinations, assumed resolutions, incomplete answers, and compliance risks.

• Experience in scoring AI performance against specific QA frameworks.

• Background in auditing and validating knowledge content, workflows, and source materials.

• Skill in identifying outdated, conflicting, incomplete, or low-confidence content.

• Familiarity with content governance processes and AI readiness.

• Ability to analyze AI failures, including content gaps, ineffective prompt handling, and edge cases.

• Competence in building and maintaining performance dashboards.

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

• May require travel to the Corporate Headquarters in Denver, Colorado, or other office locations across North America.

🏝️ Benefits

• Flexibility to work in your preferred manner—whether in-office, remote, or hybrid—within your country of employment.

• Ongoing investment in your professional growth and development.

• Immediate access to a comprehensive health and wellness benefits package, which includes 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.