Find jobs

Knowledge Content Manager – Quality & Validation

English (Proficient)
Accolade Technologies s.r.o.
Full-time • Prague
Seniority: Mid level • Education: Bachelor

Role Overview

The Knowledge Content Manager - Quality & Validation is responsible for developing and maintaining the content quality assurance and implementation validation processes in partnership with the Knowledge Content leadership team. This individual is also responsible for leading the day-to-day operations of the Knowledge Content Quality & Validation team. Through leadership, coaching, expertise, and support, this individual will play a critical role in providing a high-quality customer and member experience from Day 1 throughout the lifecycle of the customer relationship.

A day in the life…

Lead, support, and coach the Knowledge Content Quality & Validation team

  • Build strong, trusting relationships with team members and maintain a deep understanding of the talent across the team

  • Drive talent development and engagement; provide training and support

  • Partner with Knowledge Content leaders to evolve performance measures

  • Leverage data and tools to manage team productivity levels and ensure deadlines are achieved without disruption to value, quality, or productivity

  • Provide regular status reporting on the progress of “in flight” work as well as ad hoc reporting as required

  • Through planning, partnership, and influence establish repeatable levers/flex plans that can be utilized during peak periods to meet demand

Lead the knowledge content quality assurance program

  • Develop, document, and maintain the content quality assurance process in alignment with leadership and organizational priorities; track performance scores and provide reporting & dashboards

  • Partner with knowledge content leadership to create clearly defined success metrics for QA

  • Drive accountability to ensure content is consistent and in line with Accolade’s brand, voice, style, and tone; identify themes and knowledge gaps

  • Ensure implementation quality assurance artifacts are delivered on time with high quality for new customer launches, expansions, and renewals

  • Educate and influence internal and external stakeholders on knowledge content quality assurance methodologies, practices, and outcomes

  • Engage in robust conversations, provide feedback, and influence peers to improve content quality

  • Proactively seek out and analyze data to identify trends, mitigate risk, and influence content quality both at the customer and macro level

Lead the implementation validation process

  • Ensure Day 1 operations are executed with zero disruption to customer go lives

  • Develop and enhance implementation validation methodology, processes, and procedures

  • Develop, plan, approve, and execute validation and test plans

  • Responsible for the identification of all validation activities and coordination of assigned department resources

Establish Accolade transparency expertise in team, inclusive of timeline management, alignment, and coordination with engineering; serve as point of contact for engineering related to validation

Identify and execute continuous improvement projects focused on content creation and maintenance processes, content build productivity, and/or enhanced user experience; solicit and share feedback with peers and leaders

Build, maintain, and renew internal and customer/member-facing content and participate in QA and Validation (as necessary)

Serve as a subject matter expert on content and implementation validation applications; provide support to Knowledge Content teammates, cooperate and influence Development teams, and make data-driven recommendations for enhancements to content and implementation validation applications

What we are looking for…

  • Bachelor’s degree required

  • 5-7+ years of experience in the healthcare industry – background in claims and benefits

  • 5+ years of leadership experience

  • 5+ years of experience in quality assurance and/or content management

  • Demonstrated experience establishing and enhancing content management and quality assurance best practices

  • Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization and with external stakeholders

  • Excellent project management skills; ability to perform well under pressure, adapt to change, prioritize and track work, and meet deadlines in a fast-paced, dynamic, evolving environment

  • Strong technical aptitude; ability to learn how content applications work and leverage knowledge to improve how content is built as well as the ability to navigate complex technical systems and apply system concepts to work and provide actionable feedback on systems; SQL skills highly desired

  • Broad knowledge and understanding of the healthcare ecosystem including point solutions, medical benefits and claims content, practices and processing

  • Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits

  • Excellent critical thinking, problem solving, and conflict resolution skills; detail-oriented, inquisitive, problem-solving in nature

  • Hands-on in defining objectives and producing deliverables in a fast-paced environment

  • Mastery of Microsoft Office (especially, Excel and PowerPoint) Business acumen; business process design and implementation.

What can you expect from us:

  • Employee Stock Purchase Plan

  • 5 weeks of vacation + personal days

  • 1 paid day off for your volunteerism per year

  • Cell phone and a plan for unlimited personal use as well

  • Sodexo Gastro Pass Card with no contribution

  • Flexi Pass Card per month or Multisport Card

  • Parental benefits

  • Virtual hospital service

  • Ginger Emotional Support app (

  • Carrott - support on family forming journey (

  • Fresh fruits and office breakfasts

  • Office events-workshops, tournaments, competitions, raffles. buildings

  • Home office and flexible working hours

Job position benefits

Dog-friendly office More than 5 weeks of vacation Company events and teambuilding Home office Sick days Refreshments Extra holidays Meal vouchers or meal contributions Flexible working time Notebook Superior medical care Mobile phone Bonuses
  Typ úvazku

To apply for this job please visit: