EverHealth - AI Quality and Content Specialist (Remote, US) provides modern end-to-end solutions for healthcare providers.We are seeking an AI Quality & Content Specialist to ensure the accuracy, reliability, and continuous improvement of our AI support experience. This role will act as the quality gatekeeper; identifying risks, improving performance, and building trust in AI across both customers and internal teams.This person will also own the ongoing auditing and governance of the knowledge and source content powering AI experiences to ensure outputs remain accurate, trustworthy, and operationally effective.Key ResponsibilitiesAI Quality AssuranceAudit AI-generated responses across:ChatCasesSelf-service flowsIdentify:Hallucinations and reduce “assumed resolves”Incomplete answersCompliance risksScore AI performance against defined QA frameworksAudit and validate the knowledge content, workflows, and source materials leveraged by AI systems to ensure responses remain accurate, comprehensive, compliant, and aligned with current product functionality and support policies.Identify outdated, conflicting, incomplete, or low-confidence content that may negatively impact AI-generated responses and customer experience.Establish ongoing content governance processes to maintain AI readiness across help center articles, macros, internal documentation, and workflow logic.Root Cause AnalysisAnalyze why AI fails:Content gapsPoor prompt handlingEdge casesProvide actionable insights to:Content StrategistHead of SupportCreate a feedback loop with Product and Engineering and serve as the voice of the customerPerformance ReportingBuild and maintain dashboards tracking:Resolution accuracyEscalation driversCustomer sentiment (AI vs human)Surface trends and recommend improvementsContinuous Improvement LoopPartner with stakeholders to:Retrain AIImprove knowledge contentAdjust workflows and guardrailsHelp establish a closed-loop AI optimization system.Partner with Content, Product, Engineering, and Support stakeholders to continuously optimize and maintain AI source content quality.Create scalable auditing mechanisms to proactively identify content gaps, stale documentation, and areas where AI confidence or resolution quality declines.Help define standards for AI-consumable knowledge design to improve answer consistency, containment, and customer trust.Success Metrics (First 12 Months)Reduction in AI error rate / false positivesImproved AI CSAT and containment rateIncreased AI trust scoreIncreased adoption of the AI channelFaster identification of content gapsEstablished QA framework for AI governanceWhere: Remote, US. The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.Benefits and Perks:Flexibility to work where/how you want within your country of employment – in-office, remote, or hybridContinued investment in your professional developmentDay 1 access to a robust health and wellness benefits package, including an annual wellness stipend.401k with up to a 4% match and immediate vestingFlexible and generous (FTO) time-offEmployee Stock Purchase ProgramCompensation: The target base compensation for this position is $45,000 to $50,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.
3 days ago