R-106449 EverHealth - AI Quality and Content Specialist (Remote, Canada)
EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 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 our Company, 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, and MDTec, combined these products offer end to end solutions for the health care industry.
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 Responsibilities
AI Quality Assurance
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Audit AI-generated responses across:
- Chat
- Cases
- Self-service flows
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Identify:
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Hallucinations and reduce “assumed resolves”
- Incomplete answers
- Compliance risks
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Score AI performance against defined QA frameworks
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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.
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Identify outdated, conflicting, incomplete, or low-confidence content that may negatively impact AI-generated responses and customer experience.
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Establish ongoing content governance processes to maintain AI readiness across help center articles, macros, internal documentation, and workflow logic.
Root Cause Analysis
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Analyze why AI fails:
- Content gaps
- Poor prompt handling
- Edge cases
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Provide actionable insights to:
- Content Strategist
- Head of Support
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Create a feedback loop with Product and Engineering and serve as the voice of the customer
Performance Reporting
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Build and maintain dashboards tracking:
- Resolution accuracy
- Escalation drivers
- Customer sentiment (AI vs human)
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Surface trends and recommend improvements
Continuous Improvement Loop
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Partner with stakeholders to:
- Retrain AI
- Improve knowledge content
- Adjust workflows and guardrails
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Help establish a closed-loop AI optimization system .
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Partner with Content, Product, Engineering, and Support stakeholders to continuously optimize and maintain AI source content quality.
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Create scalable auditing mechanisms to proactively identify content gaps, stale documentation, and areas where AI confidence or resolution quality declines.
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Help define standards for AI-consumable knowledge design to improve answer consistency, containment, and customer trust.
Success Metrics (First 12 Months)
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Reduction in AI error rate / false positives
- Improved AI CSAT and containment rate
- Increased AI trust score
- Increased adoption of the AI