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AI Support Training and Quality Specialist
Peak SupportAI Support Training & Quality Specialist reviewing AI-generated interactions and improving workflows for AI-driven customer support. Collaborating with teams to enhance support processes.
Tech Stack
Tools & technologiesIoT
About the role
Key responsibilities & impact- Review and evaluate AI-generated support responses for accuracy, completeness, and customer experience.
- Identify, document, and annotate errors, inconsistencies, and knowledge gaps within AI interactions.
- Provide actionable feedback to improve AI performance, response quality, and troubleshooting effectiveness.
- Develop and maintain knowledge materials, troubleshooting workflows, and support documentation.
- Partner with cross-functional teams to refine support processes and enhance AI training efforts.
- Support pilot operations by validating AI recommendations and assisting with escalation scenarios.
- Monitor trends and recurring issues to identify opportunities for process improvements.
- Contribute to the development of quality standards, evaluation frameworks, and best practices for AI-assisted support.
- Assist in creating scalable knowledge assets that will support future customer service operations.
Requirements
What you’ll need- Strong experience in one or more of the following areas: Security cameras and surveillance systems
- Smart home devices and IoT ecosystems
- Thermostats and home automation products
- Gaming systems and peripherals
- Home networking, routers, and Wi-Fi troubleshooting
- Connected consumer electronics
- Experience in technical support, technical operations, quality assurance, knowledge management, or related functions.
- Proven ability to troubleshoot hardware, software, networking, or connected technology products.
- Experience reviewing customer support interactions and identifying areas for quality improvement.
- Experience providing feedback, coaching, or recommendations to improve support outcomes.
- Experience creating or maintaining process documentation, workflows, SOPs, or knowledge base content.
Benefits
Comp & perks- Exceptional work environment
- Positive, encouraging and performance-driven culture
- Opportunities for growth
- 100% remote work since day one
- Glassdoor rating of 4.5 in the Business Process Outsourcing industry
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI Performance EvaluationError DocumentationKnowledge Gap AnnotationTroubleshooting WorkflowsSupport Documentation DevelopmentCustomer Support Interaction ReviewFeedback and CoachingSOP CreationQuality Standards DevelopmentEvaluation Frameworks
Soft Skills
Cross-Functional CollaborationAnalytical ThinkingAttention to DetailProblem-Solving