EverHealth - AI Quality and Content Specialist (Remote, US)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providingvertically-tailored, integrated SaaS solutions that help more than745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at?EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team.You can learn more about ourCompany,Culture and Values here:

EverHealth,a business within EverCommerce,provides modern end-to-end solutions for healthcare providers. Our open, connected ecosystem of solutions and services helps providers engage patients, increase revenue, improve business efficiency, and remain market competitive. We serve 72,000 healthcare practices and counting.?EverHealth consists of five SaaS products; DrChrono,iSalus,CollaborateMD,Updox, andMDTec, combinedtheseproducts offerend to endsolutions for the health care industry.

We are seeking anAI Quality & Content Specialistto ensure the accuracy, reliability, and continuous improvement of our AI support experience. This role will act as the qualitygatekeeper;identifyingrisks, 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 Responsibilities

AI Quality Assurance

• Audit AI-generated responses across:

  • Chat

  • Cases

  • Self-service flows

• Identify:

  • Hallucinations and reduce “assumed resolves”

  • Incomplete answers

  • Compliance risks

• Score AI performance against defined QA frameworks

• Audit 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• Identify outdated, conflicting, incomplete, or low-confidence content that may negatively impact AI-generated responses and customer experience.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 Analysis

• Analyze why AI fails:

  • Content gaps

  • Poor prompt handling

  • Edge cases

• Provide actionable insights to:

  • Content Strategist

  • Head of Support

• Create a feedback loop with Product and Engineering and serve as the voice of the customer

Performance Reporting

• Build and maintain dashboards tracking:

  • Resolution accuracy

  • Escalation drivers

  • Customer sentiment (AI vs human)

• Surface trends and recommend improvements

Continuous Improvement Loop

• Partner with stakeholders to:

  • Retrain AI

  • Improve knowledge content

  • Adjust workflows and guardrails

• Help 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 positives

• Improved AI CSAT and containment rate

• Increased AI trust score

• Increased adoption of the AI channel

• Faster identification of content gaps

• Established QA framework for AI governance

Where: Remote, US
TheEverCommerceteam is distributed globally, with teams inthe 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 theUnited States– ifyou’reclose 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 toother office locations around North America.

Benefits and Perks:

• 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

Compensation:The target base compensation for this positionis $45,000 to $50,000USDper yearin mostUS locations.?Final offer amounts aredeterminedby multiple factors including location,local market variances, andcandidate experience andexpertise,and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

Originally posted on Himalayas