AI Quality and Content Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $45k - $50k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✍️ Content Marketing Manager

👻 Ghost score 0%

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

📣 Marketing

💰 Private equity on 2019-08

SaaS • B2B • Marketing

EverCommerce is a provider of industry-tailored software that powers the service economy. It builds SaaS products to digitally transform daily operations for service professionals, including business management, electronic billing and mobile payments, omni-channel marketing, and customer engagement tools. EverCommerce focuses on verticalized solutions—not mass-market software—designed to modernize operations, marketing, and customer interactions for businesses that provide services.

📋 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QA frameworks • Audit and validate knowledge content, workflows, and source materials used by AI systems • Identify outdated, conflicting, incomplete, or low-confidence content • Establish content governance processes for help center articles, macros, internal documentation, and workflow logic • Analyze root causes of AI failures, including content gaps, poor prompt handling, and edge cases • Provide actionable insights to the Content Strategist and Head of Support • Create feedback loops 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 • Create scalable auditing mechanisms to identify content gaps, stale documentation, and declines in AI confidence or resolution quality • Help define standards for AI-consumable knowledge design

🎯 Requirements

• Must be based in the United States • Must be eligible to work without sponsorship • Experience auditing AI-generated responses across chat, cases, and self-service flows • Ability to identify hallucinations, assumed resolves, incomplete answers, and compliance risks • Experience scoring AI performance against defined QA frameworks • Experience auditing and validating knowledge content, workflows, and source materials • Ability to identify outdated, conflicting, incomplete, or low-confidence content • Experience with content governance processes and AI readiness • Ability to analyze AI failures, including content gaps, poor prompt handling, and edge cases • Ability to build and maintain performance dashboards • Ability to partner with Content, Product, Engineering, and Support stakeholders • May require travel to Corporate Headquarters in Denver, Colorado, or other office locations around North America

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Continued investment in your professional development • Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program