Senior Knowledge and Quality Specialist

What We’re About At CentralSquare, we don’t just build software - we power public servants and uplift communities with Hero-Grade Technology. Every line of code, every feature we deliver helps heroes across North America protect, serve, and save lives. When you join us, you become part of a mission-driven team creating technology that makes communities safer and stronger. Your Growth Matters. We believe heroes deserve opportunities to rise. That’s why we invest in your career with mentorship, learning programs, and clear paths for advancement. If you’re motivated, there’s no limit to how far you can go. Your Commitment Deserves Reward. We offer competitive compensation and a benefits package designed to support your life inside and outside of work—tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Plus, our flexible work environment gives you the freedom to balance your heroic work with personal well-being, whether you’re in the office or remote. Join us and help build the tools that power real-life heroes. Together, we make a difference. JOB SUMMARY The Senior Knowledge & Quality Specialist owns knowledge creation and quality assurance for CentralSquare's customer support organization. This role drives what knowledge gets created, ensures it gets created on time, holds the support organization accountable for completing product-provided training, and makes sure QA is running consistently and producing actionable outcomes. This is not a passive role. The Senior Knowledge & Quality Specialist does not wait for KB articles to be written and then incorporate them into training — they drive the prioritization of what knowledge is needed, who is creating it, and when it will be done. They do the same for QA: defining the framework, ensuring audits happen on cadence, and making sure findings result in real behavior change. They are the connective tissue between what agents know, how agents are evaluated, and what the organization needs to improve. This role reports to the Director, CX Operations and works in close partnership with Support managers, the AI program team, and Product. Scope is pending final CPO alignment; the successful candidate will be informed of any adjustments prior to their start date. CORE RESPONSIBILITIES Knowledge Creation & Prioritization Own the knowledge creation pipeline: maintain a prioritized backlog of knowledge that needs to be created, updated, or retired based on case volume, deflection gaps, RCA findings, and agent feedback Partner with Support managers to identify the most critical knowledge gaps and hold teams accountable for creating and reviewing content on time Set and track SLAs for knowledge creation: articles should be drafted, reviewed, and published within defined timeframes; flag and escalate when those timelines slip Ensure product-provided knowledge and release documentation is translated into agent-ready content in a timely manner; do not allow knowledge gaps to persist after product changes ship Work with the AI program team to align KB article priorities: knowledge created for agent use should also feed AI deflection workflows, and vice versa Maintain a knowledge health dashboard: coverage by product, article age, usage rates, and gaps identified through QA and support case patterns Training Accountability Ensure agents complete product-provided training on time: own the tracking, reporting, and escalation process for training completion across the support organization Partner with Support managers to build training completion into team operating rhythms; completion rates should be a managed metric, not an afterthought Design and maintain onboarding programs for new support agents that reflect the current AI-assisted support environment Develop supplemental training content where product-provided training is insufficient, outdated, or not agent-ready Track training completion rates, knowledge assessment scores, and correlation with QA performance; use data to identify where training is working and where agents still have gaps When new AI workflows or product changes ship, ensure agents are trained before they encounter the change in production — not after Quality Assurance Own the QA program: define evaluation frameworks, scoring rubrics, calibration processes, and audit cadences; ensure audits are happening on schedule, not just when time permits Track QA throughput: how many interactions are being evaluated per agent, per team, per period; flag and escalate when cadence slips Evolve QA rubrics as AI changes the case mix: as routine cases are deflected, human-handled interactions are harder and more complex, and QA standards must reflect that shift Ensure QA findings are actioned: partner with Support managers to close the loop between evaluation results and coaching; a QA program that produces scores without behavior change is not working Connect QA findings to the knowledge pipeline: recurring failure patterns on specific interaction types should trigger KB article creation or training content updates Produce regular QA reporting for Support leadership: score trends by agent, team, product, and case type; distinguish systemic issues from individual coaching needs Ensure QA rubrics account for AI-assisted agent interactions: how agents use suggested responses, when they override AI recommendations, and how they handle AI-to-human handoffs AI & Product Integration Serve as the Knowledge & Quality voice in the AI program: ensure knowledge and QA requirements are factored into AI development specifications from the start, not retrofitted after launch Partner with the Director, CX Operations to identify where agent knowledge gaps are driving poor AI escalation handling; translate those gaps into KB priorities and training initiatives When AI capabilities change what agents do, own the knowledge and training response: update content, retrain affected teams, and update QA rubrics to reflect new expectations Contribute Knowledge & Quality data to the unified support AI scorecard: KB coverage, training completion rates, knowledge assessment scores, and QA cadence metrics People Leadership This role does not have direct reports at launch; the Senior Knowledge & Quality Specialist owns QA and Knowledge functions directly Build collaborative relationships with Support managers so that knowledge creation and QA are seen as shared priorities, not external mandates Partner with Support managers to ensure QA is used as a development tool, not a surveillance mechanism