QA, Content & Training Associate (AI Auto-QA)

Location: London, hybrid

Company

Bloom & Wild Group’s Customer Delight team supports and develops customer interactions across internal and external support teams.

What you will do

• Evaluate customer support interactions across channels against internal quality standards and meet weekly or monthly grading targets.
• Translate QA findings into actionable feedback, identifying recurring patterns, skill gaps, and opportunities to improve customer experience and CSAT.
• Lead calibration sessions with BPO team leaders and internal Customer Delight team members.
• Review and audit AI Auto-QA tooling to validate the accuracy and legitimacy of automated evaluations.
• Manage and optimise knowledge-base documentation, training materials, and customer-support macros.
• Handle a small allocation of Zendesk tickets and support customers during peak periods.

Requirements

• Fluent Dutch or German and full professional working proficiency in English.
• Previous customer-facing experience in customer support, customer experience, or QA.
• Experience with standard customer-support tools such as Zendesk and G-Suite or similar software.
• Ability to work toward numerical targets, including ticket volume and grading output.
• Strong feedback and communication skills, with the ability to lead calibration sessions, facilitate workshops, and coach colleagues constructively.

Nice to have

• Experience working with or evaluating AI-driven support tools or Auto-QA platforms.
• Experience creating training materials or managing content for customer-care teams.
• Experience working with both internal and external teams.

Culture & Benefits

• Hybrid working arrangement in London.
• Culture focused on thoughtful change, curiosity, care, creativity, and acting swiftly on meaningful improvements.
• Benefits and perks are available through Bloom & Wild’s careers programme.

Hiring process

• Application is submitted through the provided application form.