AI Quality and Content Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $55k - $62k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✍️ Content Marketing Manager

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-07

Healthcare • Consulting • Logistics

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• Audit AI-generated responses across chat cases and self-service flows • Identify hallucinations, assumed resolves, incomplete answers, and compliance risks • Score AI performance against defined QA frameworks • Audit and validate knowledge content, workflows, and source materials used by AI systems • Identify outdated, conflicting, incomplete, or low-confidence content affecting AI responses and customer experience • Establish ongoing content governance processes for AI readiness • Analyze why AI fails, including content gaps, poor prompt handling, and edge cases • Provide actionable insights to the Content Strategist and Head of Support • Create a feedback loop with Product and Engineering and serve as the voice of the customer • Build and maintain dashboards tracking resolution accuracy, escalation drivers, and customer sentiment • Surface trends and recommend improvements • Partner with stakeholders to retrain AI, improve knowledge content, and adjust workflows and guardrails • Help establish a closed-loop AI optimization system • Continuously optimize and maintain AI source content quality with Content, Product, Engineering, and Support stakeholders • Create scalable auditing mechanisms to identify content gaps, stale documentation, and declining AI confidence or resolution quality • Help define standards for AI-consumable knowledge design • Work toward reducing AI error rates, improving AI CSAT and containment, increasing AI trust and adoption, and establishing an AI governance QA framework

🎯 Requirements

• Must be eligible to work without sponsorship • Experience auditing AI-generated responses and identifying hallucinations, assumed resolves, incomplete answers, and compliance risks • Ability to score AI performance against defined QA frameworks • Experience auditing and validating knowledge content, workflows, and source materials leveraged by AI systems • Ability to identify outdated, conflicting, incomplete, or low-confidence content • Ability to establish content governance processes across help center articles, macros, internal documentation, and workflow logic • Root cause analysis skills covering content gaps, poor prompt handling, and edge cases • Ability to build and maintain dashboards tracking resolution accuracy, escalation drivers, and customer sentiment • Ability to partner with Content, Product, Engineering, and Support stakeholders • Ability to create scalable auditing mechanisms and define standards for AI-consumable knowledge design • Willingness and ability to travel to Denver, Colorado, or other office locations around North America if required

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Robust wellness benefits, including an annual wellness stipend • 3 weeks of vacation to start • Paid volunteer day of your choosing • 2 floating holidays to celebrate anything of significance to you • Employee Stock Purchase Program • Registered Retirement Savings Plan (RRSP) with 4% company match