Senior Knowledge and Quality Specialist

Job Summary

Driving knowledge creation and quality assurance for the customer support organization, the full-time Senior Knowledge and Quality Specialist will manage the knowledge pipeline, ensure timely training completion, and oversee the QA program, all while working remotely in the United States.

Key responsibilities

• Own the knowledge creation pipeline, prioritizing content based on case volume and agent feedback
• Ensure timely completion of product-provided training for agents and develop onboarding programs
• Define and manage the QA program, ensuring audits and evaluations drive meaningful behavior change

Required qualifications

• B.A. or B.S. degree required
• 4+ years of experience in support knowledge management, QA, or training roles
• Proven experience in managing a knowledge creation pipeline and QA program end to end
• Experience in environments requiring rapid knowledge and training updates due to AI or product changes
• Certification in instructional design, knowledge management, or quality management preferred