QA, Content & Training Associate

Job description

Hi, we’re Bloom & Wild. We don’t just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It’s being there for the highs. Stepping up for the lows. We care wildly about people and our planet. Which is why we’re so proud to be a certified B Corp™ – committed to making long-term positive change for our community, and the world around us. Founded in 2013, our mission back then was 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 (and counting!), making us the largest direct to consumer flower business in Europe. Now home to a family of 3 beautiful brands, we’re driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination. ### 🛠️ **The Customer Delight Team @ Bloom & Wild Group** Customer Delight is the customer service function for The Bloom & Wild Group. We look after customers for Bloom & Wild in the UK, Ireland, Germany and Austria, and bloomon in the Netherlands, Belgium and Germany. We support our customers across phone, email, WhatsApp, live chat and social platforms. We are a team of around 30 people, plus an outsourced partner, and an AI chatbot handling a growing share of contacts. Our products are emotional. Someone is sending them because a friend has had bad news, or a parent has had a birthday, or a relationship needs mending. When something goes wrong with an order, it is rarely just about the gift specifically. That is the operation you would be supporting, and it is why the quality of what we do matters just as much as the volume. ### 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. These are some of the skills and experience we think will enable success in this role, but please don’t worry if you are missing some of these. We’re committed to building a team made up of different strengths, skills and experiences, so if you’re excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we’d love to hear from you.