Global leader in software for the staffing industry. 10,000+ companies rely on Bullhorn to power their businesses.
Program Director, Knowledge & QA
Location
United States
Posted
8 days ago
Salary
$125K - $150K / year
Seniority
Lead
Job Description
Program Director, Knowledge & QA
Bullhorn
• Own the end-to-end KCS program: strategy, governance, adoption metrics, and continuous improvement • Establish and oversee the Knowledge Domain Expert (KDE) program across product areas and global regions • Design and manage a KCS coaching program for analysts at all tiers, driving adoption through skill-building and participation tracking • Own the Process Alignment Review (PAR) framework — defining standards, cadence, and scoring criteria • Own the Global Support QA program end-to-end: rubric design, scoring methodology, calibration cadence, and reporting • Build and manage a consistent QA review cadence with representative sampling across teams, regions, and tiers • Partner with Support Operations on the transition to Snowflake-based QA infrastructure • Track and connect KCS and QA metrics to broader CX KPIs — CSAT, TTR, FRT, and case deflection • Provide regular program updates and trend analysis to the SVP of Global Support
Job Requirements
- 5+ years in knowledge management, support operations, or QA within a SaaS or technology organization
- Demonstrated ownership of a KCS program
- Experience designing and running a QA program in a technical support environment, including rubric development and calibration
- KCS v6 Practices certification or equivalent hands-on program experience
- Strong analytical skills; comfortable building scorecards and translating metrics into operational recommendations
- Proven ability to operate as an individual contributor while influencing across functions
Benefits
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
Related Guides
Related Categories
Related Job Pages
More QA Engineer Jobs
Quality Assurance Engineer
TherapyNotes, LLCTherapyNotes™ is the industry-preferred online EHR for behavioral health. Try one month free!
• Working with the existing QA and development team members, deliver a comprehensive test strategy for an industry leading SaaS application • Ensure that test activities are consistent with test plans across a diverse and distributed set of development teams • Collaborate with the Product and Development teams to create user stories, define acceptance criteria, and build test plans • Maintain existing tests and write manual and automated tests while features are being developed • Test and validate software to ensure that it satisfies requirements and is free from defects • Analyze the root cause for testing failures and open appropriate tickets with sufficient findings • Integrate test automation into the CI/CD pipeline and increase the organization's speed to market • Manually test application components where automation is not a good fit • Make recommendations on how our current testing processes can be improved
Buscamos QA Automatizador para colaborar en proyecto que estará enfocado en crear soluciones mobile para pagos digitales, activación de medios de pago y automatización de flujos****Responsabilidades****- Desarrollo y mantenimiento de suites de pruebas automatizadas (frontend, backend y mobile).**- Cumplimiento del modelo de pruebas del proyecto e implementación de la pirámide de testing.**- Gestión del ciclo de vida de defectos: registro, seguimiento, análisis de causa raíz y cierre.**- Despliegue de scripts de prueba automatizados en entornos de integración, aceptación y otros requeridos.**- Reporte de resultados de pruebas y actualización de la matriz de trazabilidad.****Contribuir a:**- Sesiones de estimación de tareas y triage de bugs.**- Creación y refinamiento de historias de usuario (GWT, INVEST, SMART) **- Definición de estrategias de prueba, planes de prueba y procesos de estimación **- Ceremonias de sprint: refinamiento, planificación y retrospectivas **- Diseño y validación de Consumer-Driven Contracts (CDC) ****
Engenheiro de Software em Teste Sênior – Billing
RD StationTo empower the heroes and scale-ups that grow the economy
• Como Engenharia de Software em Teste (QA) Sênior, você terá papel fundamental na evolução da cultura de qualidade da vertical de Billing do maior SaaS do Brasil. • Seu desafio será garantir a confiabilidade de ponta a ponta da experiência, desde a consistência das regras de negócio e cálculos financeiros no backend até a qualidade da experiência do usuário no frontend. • Você atuará de forma próxima às squads de engenharia, contribuindo para a definição de estratégias de testes, automações e boas práticas que permitam manter alta qualidade e velocidade de entrega. • Além disso, terá papel importante em influenciar o time na adoção de uma cultura de qualidade contínua, apoiando decisões técnicas e promovendo práticas que reduzam riscos e aumentem a confiabilidade do produto.
Data Analyst/QA Engineer
Simple Technology Solutions8(a) HUBZone IT consultancy w/ advanced partnerships w/ Amazon Web Services, Microsoft Azure & Google Cloud Platform
• Design, develop, and maintain automated data quality checks using AWS Glue data quality tools • Perform schema validation for applicable filings prior to ingestion • Monitor production ETL pipelines and ensure ETL Load Reports are populated in real-time • Create, maintain, and execute test cases and automated tests that verify all user-facing platform functionality • Conduct static code analysis and dependency analysis to identify bugs, vulnerabilities, and data quality risks • Support the agency's IV&V process: prepare IV&V Questionnaires, coordinate test submissions • Validate that ETL metadata, data models, data dictionaries, and all required documentation are complete and accurate
