Technical Writer and AI Content Quality Specialist

About

Join our dynamic Enterprise Technology organization, dedicated to empowering a global workforce to stay connected, informed, and productive. We manage the Knowledge Platform, an essential internal help center where employees find crucial technology answers. With the rise of AI-powered tools, including LLMs and GenAI assistants, ensuring high-quality and accurate documentation is critical.

This role merges two vital functions: creating engaging help center content and overseeing AI Quality Assurance (QA). You will write and refresh knowledge articles while assessing the outputs of our internal AI support bot to guarantee it delivers precise content to employees. When information is lacking or incorrect, you'll trace the issues back to their source and implement fixes. Your QA testing insights will directly guide your writing, establishing a seamless workflow that continuously enhances our support systems.

Your investigations into AI discrepancies will drive content improvements—whether through updating existing articles or crafting new ones. This position balances data analysis with documentation authoring, promoting a culture of constant improvement.

Responsibilities

• Create and refine how-to guides, troubleshooting articles, and product information that is accurate, comprehensible, and enhances discoverability for employees and AI systems.
• Conduct regular article maintenance to maintain the Knowledge Platform's accuracy, consistency, and currency.
• Evaluate the output of our internal AI support bot for relevance, accuracy, and alignment with user needs.
• Trace any erroneous AI responses back to their original documentation and take action to improve or create knowledge articles accordingly.
• Collaborate with the AI bot development team to discuss functionality, identify issues, and ensure documentation supporting AI responses is effective.
• Identify and address content gaps revealed through AI QA testing, team feedback, or personal reviews.
• Structure articles in a way that enhances retrieval by LLM tools, GenAI assistants, and enterprise search systems.
• Partner with subject matter experts to verify technical accuracy and keep content up to date.
• Document QA findings systematically to help prioritize content development based on AI accuracy and broader documentation needs.
• Utilize the internal Style Guide, AP Style, and Merriam-Webster for polished, consistent content.
• Provide assistance to employees with straightforward queries when documentation alone may not suffice.

Skills and Experience

• Proven experience in writing technical, help center, or support documentation that simplifies complex topics.
• Ability to investigate AI outputs critically and trace inaccuracies to their origins.
• Understanding how documentation structures and plain language interact to create user-friendly content for both humans and AI.
• Excellent cross-functional communication skills, capable of asking insightful questions before documentation creation.
• Experience managing and publishing content via a CMS platform, with familiarity in Contentful being a plus.
• Experience with ticketing and project management platforms, preferably Jira.
• Strong knowledge of writing style guides to ensure consistency across a content library.
• A foundational understanding of IT concepts and technical troubleshooting, with a readiness to apply this in support contexts.

Preferred but Not Required

• A background or keen interest in AI systems, chatbot technology, LLM tools, prompt evaluation, or content quality assurance.
• Experience writing documentation tailored for chatbots, virtual agents, or LLM-based tools.
• Experience in enterprise IT or help desk environments.
• Familiarity with data analytics or reporting tools, preferably Tableau, to prioritize content initiatives based on measurable impact.

Pay Rate Range

$60-75/hr.