Audit retrieval quality for a customer help centre

Our product team runs a customer help centre whose search and answer suggestions increasingly miss the policies customers need. We want to understand where retrieval breaks down before investing in a broader rebuild. We need someone who can inspect the current content set, review representative queries and answer logs, and map the most important quality failures across search and web flows. Deliver a practical audit with prioritised fixes, an evaluation set, and a recommendation for how the team can support and evolve the service after the initial work. We can consider a mix of equity and cash for a specialist who can take ownership of the approach.