Senior Knowledge and Quality Specialist

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