QA, Content & Training Associate
Quality Assurance · Full-time
London, UK
⚙️ Role Purpose
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.
Key Responsibilities:
Quality Assurance & Evaluation (~50% of time)
Ticket Grading: Evaluate a target quantity of customer support interactions weekly/monthly across all channels to ensure alignment with our internal QA standards.
Impact & Action: Translate grading data into actionable feedback, identifying patterns, skill gaps, and opportunities to improve CSAT, overall team QA scores and customer experience.
Calibration Leadership: Lead and own QA calibration sessions with BPO Team Leaders (CDX) and internal CD team members to ensure consistent grading standards.
Auto-QA Bot Auditing: Partner in reviewing, auditing, and validating the output of our new AI Auto-QA tools to ensure accuracy and legitimacy as the technology develops.
Live Customer Support & Engagement (~10% of time)
Ticket Handling: Maintain a small, regular allocation of direct ticket time on Zendesk to stay grounded in customer needs, operational workflows, and real-time team processes.
Peak Period Support: Role-model team standards by actively responding to customer inquiries during key business peak periods.
Content, Knowledge Management & Training (~40% of time)
Knowledge Owner: Manage, edit, and optimise internal knowledge base (KB) documentation, training materials, and macros to ensure accurate and up-to-date guidance and resources.
Training & Coaching: Audit existing learning resources, build new content, and deliver refresher training sessions for internal team members based on QA findings.
Cross-Functional Collaboration: Partner with CDX to address training gaps. Over time, assist with onboarding training and coaching across BPO seasonal teams.
Targets & Expectations
Grading Consistency: Consistently hit established weekly/monthly ticket grading quotas.
Knowledge Accuracy: High accuracy, relevance, and regular maintenance of Knowledge Base content and macro libraries.
Auto-QA Accuracy: Timely feedback loops and error auditing to assist in the successful adoption of automated QA tooling.
✅ You’ll love this role if you…
- Language Skills: Fluent in Dutch or German, with full professional working proficiency in English.
- Target-Driven Mindset: Comfortable working toward and consistently achieving specific numerical targets (e.g. ticket volume, grading output), and familiarity with using G-Suite or similar software.
- Customer Delight Focus: Previous experience in a customer-facing role (e.g., Customer Support, CX, or QA) with some experience of standard tools like Zendesk.
- Communication & Coaching: Strong feedback skills with the ability to lead calibration sessions, facilitate workshops, and coach peers constructively.
-
Nice-to-Haves
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.