Program Director, Knowledge & QA

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🔴 Lead

🔧 QA Engineer (Quality Assurance)

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Bullhorn

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

☁️ SaaS

🎯 Recruiter

💰 Private Equity Round on 2020-09

HR Tech • SaaS • Recruitment

Bullhorn is a leading provider of cloud-based software solutions specifically designed for the staffing and recruitment industry. Headquartered in Boston, Bullhorn offers a comprehensive platform that includes applicant tracking, CRM, and recruitment automation tools. The company focuses on enhancing productivity and efficiency for recruitment agencies by streamlining the recruitment lifecycle, from sourcing candidates to onboarding and invoicing. Bullhorn's offerings are enhanced with AI and analytics to provide actionable insights and improve decision-making processes for staffing firms. With over 20 years of experience and a global presence, Bullhorn is committed to empowering staffing agencies to scale their operations effectively and maintain competitive advantages in the market.

📋 Description

• Own the end-to-end KCS program: strategy, governance, adoption metrics, and continuous improvement • Establish and oversee the Knowledge Domain Expert (KDE) program across product areas and global regions • Design and manage a KCS coaching program for analysts at all tiers, driving adoption through skill-building and participation tracking • Own the Process Alignment Review (PAR) framework — defining standards, cadence, and scoring criteria • Own the Global Support QA program end-to-end: rubric design, scoring methodology, calibration cadence, and reporting • Build and manage a consistent QA review cadence with representative sampling across teams, regions, and tiers • Partner with Support Operations on the transition to Snowflake-based QA infrastructure • Track and connect KCS and QA metrics to broader CX KPIs — CSAT, TTR, FRT, and case deflection • Provide regular program updates and trend analysis to the SVP of Global Support

🎯 Requirements

• 5+ years in knowledge management, support operations, or QA within a SaaS or technology organization • Demonstrated ownership of a KCS program • Experience designing and running a QA program in a technical support environment, including rubric development and calibration • KCS v6 Practices certification or equivalent hands-on program experience • Strong analytical skills; comfortable building scorecards and translating metrics into operational recommendations • Proven ability to operate as an individual contributor while influencing across functions

🏖️ Benefits

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more • Unlimited Planned Paid Time Off • Global Mental Health Support • On-Demand Learning & Development • Quarterly paid volunteer days • Lucrative Employee Referral Program (eligible for prior to your first day) • Company-wide mentor program