Technical Enablement and Quality Assurance Specialist

Technical Enablement and Quality Assurance Specialist

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Intrado is dedicated to saving lives and protecting communities by preparing for, responding to, and recovering from critical events. Our cutting‑edge company strives to become the most trusted, data‑centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

We are seeking a Technical Enablement & Quality Specialist to join our Support Center team. This multifaceted role is ideal for someone who thrives at the intersection of technical communication, training, and quality assurance. The successful candidate will play a key role in ensuring our support agents are equipped with clear, accurate documentation, receive effective technical training, and adhere to high standards in troubleshooting and customer support.

• Technical Documentation – Create and maintain internal and external knowledge base articles, troubleshooting guides, and process documentation. Collaborate with subject matter experts to translate complex technical concepts into clear, user‑friendly content. Ensure documentation is consistently updated to reflect system changes, product updates, and best practices.
• Technical Training – Design and deliver training sessions (live and asynchronous) for support agents on tools, systems, and troubleshooting workflows. Develop onboarding materials and learning paths for new hires. Evaluate training effectiveness and adjust content based on feedback and performance metrics.
• Quality Oversight – Conduct regular audits of support interactions to ensure adherence to technical standards and customer experience expectations. Identify trends in support quality and recommend improvements to processes or training. Partner with team leads to implement corrective actions and reinforce quality benchmarks.

• Proven experience in technical writing, training delivery, and/or quality assurance within a support or technical operations environment.
• Strong understanding of technical troubleshooting workflows and support center operations.
• Excellent communication and interpersonal skills.
• Ability to work cross‑functionally and manage multiple priorities.
• Experience with Service Now and building out virtual agent functionality.

At Intrado, we offer a comprehensive benefits package that includes medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match, flexible spending accounts, tuition reimbursement, paid parental leave, a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, and an Employee Assistance Program that includes free mental health resources/support.

The starting salary is anticipated between $80,000 and $90,000 and will be commensurate with experience.

• Seniority level:
  Not Applicable
• Employment type:
  
  Full-time
• Job function:
  Quality Assurance
• Industries: IT Services and IT Consulting

Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.