Senior Knowledge and Quality Specialist

CentralSquare Technologies -
United States

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Job Details

Full-time

Benefits

Unlimited paid time off
Tuition reimbursement
Parental leave

Qualifications

Knowledge management
Program design
Writing skills
AI tools proficiency
Performance Reporting
Metrics Reporting
Incident Escalation
Quality assurance experience within IT
Quality control audit
Product backlog management
Training outcomes evaluation for professional development
Relationship management
Developing new training programs
Customer service knowledge base
Quality audits
Cross-functional collaboration
Escalation handling
Cross-functional communication
Performance evaluation

Full Job Description

CentralSquare Technologies is Hero-Grade. As the trusted provider of public sector software in North America, more than 8,000 agencies rely on our comprehensive, cloud-based platform to manage critical operations – from dispatch to records, permitting to payroll. We serve with purpose and stand together with our heroes, committed to supporting the public sector with software built for impact.

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

CentralSquare Technologies: Where Mission Meets Innovation

CentralSquare Technologies is proud to be an Equal Opportunity Employer. We are committed to fostering a workplace that is inclusive, respectful, and free from discrimination—where all individuals are valued, supported, and provided equal opportunity to succeed.

We place a strong emphasis on supporting military veterans and their spouses and recognize the leadership, discipline, resilience, and mission-oriented mindset they bring to the workforce. The skills developed through military service—such as accountability, teamwork, adaptability, and the ability to perform under pressure—are highly valued at CentralSquare and directly contribute to our success.

In addition to our commitment to veterans, CentralSquare Technologies welcomes and encourages applicants from all backgrounds. We are committed to equal employment opportunity for all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Our employees reflect a wide range of experiences, perspectives, and identities, and this diversity strengthens our ability to innovate and serve the public sector, whether through our public safety or public administration businesses. Through our technology, we support public servants and the communities they serve, and we believe our workforce should reflect those communities as well.

If you are seeking an opportunity to contribute to meaningful work that impacts communities nationwide—whether continuing a legacy of service or beginning a new chapter—CentralSquare Technologies invites you to apply.

Your next mission starts here.

REQUIREMENTS

Education & Certification

B.A. or B.S. degree required

Certification in instructional design, knowledge management, or quality management preferred

Experience

4+ years of experience in support knowledge management, QA, or training roles, with demonstrated ownership of program outcomes

Experience owning a knowledge creation pipeline: setting priorities, tracking completion, and holding teams accountable for producing content on time

Experience owning a QA program end to end: framework design, audit execution, reporting, and ensuring findings drive behavior change

Experience ensuring training completion and accountability in a support or contact center environment

Experience in an environment where AI or product changes required rapid knowledge and training updates; strongly preferred

Experience connecting KB content, training programs, and QA rubrics into a coherent agent knowledge ecosystem

SaaS, PE-backed technology, or government/public sector software experience preferred

Skills

Knowledge program management: able to maintain a prioritized backlog, set SLAs, track completion, and escalate delays

QA program design and execution: able to build evaluation frameworks that are rigorous, consistent, and actioned by managers and agents

Training accountability: able to drive completion rates as a managed metric, not just deliver content and hope for the best

Cross-functional influence: able to hold Support managers accountable for knowledge creation and training completion without direct authority over them

Data fluency: able to analyze KB coverage gaps, QA trends, training completion rates, and assessment scores to identify patterns and drive decisions

Clear written and verbal communication; able to present findings to Support leadership and escalate risks to the Director, CX Operations

Preferred

Familiarity with LMS platforms and knowledge base systems (e.g., Salesforce Knowledge, Confluence, or equivalent)

Experience designing QA rubrics for AI-assisted agent interactions

Experience in public safety, public administration, or mission-critical government software

Familiarity with Centerline, Forethought, or similar AI support platforms from a knowledge and QA perspective

WHAT SUCCESS LOOKS LIKE

In the first 90 days:

Complete a full audit of existing KB coverage, training programs, QA frameworks, and completion rates; identify the most critical gaps

Establish a working relationship with each Support manager; understand where knowledge creation is stalling, where training is not being completed, and where QA is inconsistent

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