Technical Writer & AI Content QA Specialist, 2924-1

Technical Writer & AI Content QA SpecialistWe are an Enterprise Technology organization, dedicated to keeping a global workforce connected, informed, and productive. One of the ways we do that is through the Knowledge Platform, our internal help center where employees find answers to technology questions. As that platform grows and AI-powered tools, LLMs, and GenAI assistants become a bigger part of how employees get support, the quality and accuracy of our documentation matters more than ever.This role combines two closely connected areas of work: help center content creation and AI Quality Assurance (QA). You will write and update knowledge articles while also evaluating the outputs of our internal AI support bot to ensure it is surfacing the right content to employees. When it is not, you will trace the gap back to its source and fix it. Findings from QA testing directly inform what gets written or updated, making this one continuous workflow rather than two separate jobs.When the AI fails to find the right answer, you'll investigate the cause and fix it, either by updating existing content or writing something new. Essentially, your work testing the AI will directly dictate what you write, shifting between analyzing data and authoring documentation to ensure our support systems are always improving.ResponsibilitiesCreate and update how-to guides, troubleshooting articles, and product information that are accurate, clearly written, and optimized for both employee discoverability and AI parsingPerform ongoing article maintenance to ensure the Knowledge Platform remains accurate, consistent, and up to dateTest and evaluate the outputs of our internal AI support bot for accuracy, relevance, and alignment with employee needsTrace inaccurate AI responses back to their source in the underlying documentation and act on findings by creating or updating knowledge articlesPartner with the team developing the AI bot to discuss functionality, surface behavioral issues, and align on how documentation can better support accurate AI responsesIdentify and close content gaps surfaced through AI QA testing, feedback from support teams, or your own content reviewsEnsure articles are structured and written in a way that supports retrieval by LLM-based tools, GenAI assistants, and enterprise search systemsCollaborate with subject matter experts to validate technical accuracy and ensure content stays currentTrack and document QA findings in a structured way to inform content prioritization across AI accuracy improvements and broader documentation effortsApply the internal Style Guide, AP Style, and Merriam-Webster to produce consistent, polished contentLeverage technical knowledge and critical thinking to assist employees with straightforward questions when documentation alone does not fully resolve the situationSkills And ExperienceA demonstrable background writing support, help center, or technical documentation content that makes complicated things clear, direct, and accurateThe ability to approach AI outputs with an investigative eye, knowing how to trace an inaccurate response back to its sourceAn understanding of how documentation structure and plain language work together to create content that is useful for both humans and AI systems, including LLM-based tools and GenAI assistantsStrong cross-functional communication skills, including the ability to ask the right clarifying questions before writing about a product or processHands-on experience managing and publishing content through a CMS platform, with Contentful knowledge being advantageousExperience working with ticketing and project management platforms, preferably JiraStrong command of writing style guidelines to maintain consistency across a large content libraryA working familiarity with IT concepts and technical troubleshooting, with the curiosity and confidence to apply that knowledge in a support context when neededThe following experience is not required but would set a candidate apart:A background in or strong curiosity about AI systems, chatbots, LLM tools, prompt evaluation, or content quality assuranceExperience writing documentation that feeds chatbots, virtual agents, or LLM-based toolsExperience working within an enterprise IT or help desk environmentFamiliarity with data analytics or reporting tools, preferably Tableau, to help prioritize content work based on measurable impactPay Rate Range$60-75/hr.

Created: 2026-05-09