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About the Role
We are looking for a proactive and quality-focused QA, Content & Training Associate (or Senior Associate) to maintain and elevate the standard of customer interactions across our Customer Delight team. In this role, you will bridge the gap between quality assurance, content management, and team development. You won't just be grading tickets, you’ll actively use your insights to refine internal knowledge base articles, drive calibration sessions, update macros, and deliver impactful coaching. As our Customer Delight operations evolve, you will also play a key role in auditing and reviewing our AI Auto-QA tooling to ensure high standards are met as we scale toward full coverage.
Responsibilities
- Evaluate a target quantity of customer support interactions weekly/monthly across all channels to ensure alignment with our internal QA standards.
- Translate grading data into actionable feedback, identifying patterns, skill gaps, and opportunities to improve CSAT, overall team QA scores and customer experience.
- Lead and own QA calibration sessions with BPO Team Leaders (CDX) and internal CD team members to ensure consistent grading standards.
- Partner in reviewing, auditing, and validating the output of our new AI Auto-QA tools to ensure accuracy and legitimacy as the technology develops.
- Maintain a small, regular allocation of direct ticket time on Zendesk to stay grounded in customer needs, operational workflows, and real-time team processes.
- Role-model team standards by actively responding to customer inquiries during key business peak periods.
- Manage, edit, and optimise internal knowledge base (KB) documentation, training materials, and macros to ensure accurate and up-to-date guidance and resources.
- Audit existing learning resources, build new content, and deliver refresher training sessions for internal team members based on QA findings.
- Partner with CDX to address training gaps.
- Over time, assist with onboarding training and coaching across BPO seasonal teams.
Requirements
- Fluent in Dutch or German, with full professional working proficiency in English.
- Comfortable working toward and consistently achieving specific numerical targets (e.g. ticket volume, grading output), and familiarity with using G-Suite or similar software.
- Previous experience in a customer-facing role (e.g., Customer Support, CX, or QA) with some experience of standard tools like Zendesk.
- Strong feedback skills with the ability to lead calibration sessions, facilitate workshops, and coach peers constructively.
- Experience working with or evaluating AI-driven support tools / Auto-QA platforms.
- Prior experience in training creation or content management for customer care teams.
- Experience working in an environment which has both internal and external teams.
Skills
- Quality Assurance
- Content Management
- Training
- Customer Support
- Zendesk
- G-Suite
- AI Auto-QA tooling
- Knowledge Base Management
- Coaching
- Calibration Sessions
- Feedback Delivery
Location
- UK
- Ireland
- Germany
- Austria
- Netherlands
- Belgium
Work Type
- Remote
- Hybrid
- Flexible working
Experience Level
- Associate
- Senior Associate
Benefits
- Flexible working & work from abroad
- 25 days holiday + your birthday + flexible bank holidays
- Option to buy additional holiday each year
- 1 Volunteering day each year
- Enhanced family leave and a workplace nursery scheme
- A flexible training framework for every stage of your career
- Irresistible discounts on our products, blooms & subscriptions!
- Share in our success with a choice to take equity options from day 1
- ClassPass membership
About the Company
- Bloom & Wild is a certified B Corp™ committed to making long-term positive change for our community and the world.
- Founded in 2013, our mission is to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery.
- We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France.
- Together, we’ve fulfilled and delivered over 20 million orders, making us the largest direct to consumer flower business in Europe.
- We are expanding our gifting offering to other categories like cakes, candles and cocktails, with the ambition to build Europe's #1 direct to consumer gifting destination.
Equal Opportunity
- We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers.
- We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team.
- Our champions community actively advances our culture of inclusion and belonging, which is organised around 8 pillars of diversity.
- These cross-business networks offer additional opportunities for connection, education, support and celebration, and ensure that inclusivity continues to be embedded in our ways of working.