Content, QA, And Learning Development

📋 Description

• Define the QA scorecard, run weekly audits across human and AI conversations, and calibrate scoring
• Build an AI-assisted QA program that reviews a materially larger share of conversations than
• Own the help center, internal knowledge base, macros, and the knowledge inputs and prompts that
• Design and run onboarding and ongoing training for in-house agents and BPO partners, tracking ramp
• Translate QA failure patterns into new training modules, updated content, or process changes.
• Build compliance review into QA workflows for regulated interactions, and report on results.

🎯 Requirements

• 6 or more years working in QA, knowledge management, or L&D inside a support organization.
• Track record of building at least one of QA, content, or L&D from scratch.
• Experience running programs across both in-house and outsourced teams, including calibration
• Strong writing skills for help center articles and training materials.
• Hands-on experience with QA platforms, an LMS, and a help center CMS.
• Comfortable with data: tracks QA scores, ramp time, deflection rates, and CSAT impact.

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories