QA, Content & Training Associate

Location: Amsterdam or Germany; hybrid workplace

Company

Bloom & Wild Group operates direct-to-consumer gifting brands, including Bloom & Wild and bloomon, offering flowers, plants, cakes, candles, cocktails, and other gifts across European markets.

What you will do

• Evaluate customer support interactions across phone, email, WhatsApp, live chat, and social platforms against internal quality standards.
• Translate grading data into actionable feedback, identifying patterns, skill gaps, and opportunities to improve CSAT, QA scores, and customer experience.
• Lead QA calibration sessions with BPO team leaders and internal Customer Delight team members.
• Review, audit, and validate AI Auto-QA tool output as the technology develops.
• Handle a small regular allocation of Zendesk tickets and support customers during peak business periods.
• Manage and optimise knowledge base documentation, training materials, and macros; create content and deliver refresher training based on QA findings.

Requirements

• Fluent Dutch or German, with full professional working proficiency in English.
• Previous experience in a customer-facing role such as Customer Support, Customer Experience, or QA.
• Some experience with standard customer support tools such as Zendesk.
• Comfort working toward and consistently achieving numerical targets, including ticket volume and grading output.
• Familiarity with G-Suite or similar software.
• Strong feedback skills and the ability to lead calibration sessions, facilitate workshops, and coach peers constructively.

Nice to have

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

Culture & Benefits

• Values include leading change for good, thoughtful and swift action, care and creativity, and openness and curiosity.
• Benefits include time off, health and wellbeing support, growth and development, and opportunities to mark important moments.
• Hybrid working environment supporting the Customer Delight function across European markets.

Hiring process

• Support is available throughout the application process, with candidates encouraged to share feedback on their experience.