Content Developer, QA, Learning Development

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

📋 Description

• Establish the QA scorecard and conduct weekly audits on both human and AI interactions.

• Coordinate monthly scoring calibrations with in-house staff and BPO teams.

• Develop an AI-enhanced QA program that assesses a greater volume of conversations and initiates corrective actions.

• Manage the help center, internal knowledge repository, macros, and AI-agent knowledge inputs and prompts.

• Create and implement onboarding and ongoing training for both in-house agents and BPO partners.

• Monitor ramp-up times and ensure consistent standards are maintained across teams.

• Convert QA failure trends into training modules, updated materials, or process adjustments.

• Integrate compliance reviews into QA workflows for regulated interactions and document findings.

• Recruit, train, and oversee specialists in QA, content, and Learning & Development.

⛳️ Requirements

• A minimum of 6 years of experience in QA, knowledge management, or L&D within a support organization, with significant accountability for outcomes.

• Proven history of establishing at least one of QA, content, or L&D from the ground up, along with a demonstrated capacity to elevate standards for the others.

• Experience managing programs for both in-house and outsourced teams, including calibration meetings and ensuring BPO partners meet internal quality benchmarks.

• Proficient writing skills for creating help center articles and training documentation.

• Practical experience with QA platforms, a Learning Management System (LMS), and a help center Content Management System (CMS).

• Capability to monitor QA scores, ramp-up times, deflection rates, and CSAT impact, and report findings clearly.

• Experience in leading and developing a team of specialists.

• Direct experience with AI-assisted or agentic QA tools (preferred).

• Background in fintech, cryptocurrency, or a regulated support setting where compliance review is part of the QA framework (preferred).

🏝️ Benefits

• Competitive salary & equity.

• Unlimited paid time off (PTO).

• Comprehensive health, vision, and dental insurance.

• 401k matching.

• Hardware setup includes a new MacBook Pro, large display, and accessories.