SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Bloom & Wild Group is Europe's largest direct-to-consumer flower and gifting business, operating across multiple brands (Bloom & Wild, bloomon, Bergamotte) and serving customers in the UK, Ireland, Germany, Austria, Netherlands, and Belgium. The Customer Delight team (approximately 30 people plus outsourced partners and AI chatbot support) handles customer service across phone, email, WhatsApp, live chat, and social platforms. This role is a hybrid position based in Amsterdam, supporting a team that recognizes the emotional nature of gifting and the importance of service quality.
The QA, Content & Training Associate will split responsibilities across three core areas:
**Quality Assurance & Evaluation (~50% of time):** Evaluate customer support interactions weekly/monthly across all channels against internal QA standards. Translate grading data into actionable feedback to identify patterns, skill gaps, and opportunities to improve CSAT and overall team performance. Lead QA calibration sessions with BPO team leaders and internal team members to ensure consistent grading standards. Partner in reviewing, auditing, and validating the output of new AI Auto-QA tools as the technology develops.
**Live Customer Support & Engagement (~10% of time):** Maintain a regular allocation of direct ticket handling on Zendesk to stay grounded in customer needs and operational workflows. Role-model team standards by actively responding to customer inquiries during peak business periods.
**Content, Knowledge Management & Training (~40% of time):** Manage, edit, and optimize internal knowledge base documentation, training materials, and macros. Audit existing learning resources, build new training content, and deliver refresher sessions based on QA findings. Partner with BPO teams to address training gaps and assist with onboarding and coaching for seasonal teams.
Key targets include consistently hitting weekly/monthly ticket grading quotas, maintaining high accuracy and relevance in knowledge base content, and providing timely feedback loops for automated QA tool adoption.
The company offers flexible working (core hours 10am–4pm), 24 vacation days plus additional happiness days, equity options from day one, mental health support, ClassPass membership, and a strong emphasis on team culture and professional development through the Bloom & Learn programme.
**Requirements:**
- Fluent in Dutch or German, with full professional working proficiency in English
- Target-driven mindset with comfort working toward and consistently achieving specific numerical targets (ticket volume, grading output)
- Familiarity with G-Suite or similar software
- Previous experience in a customer-facing role (Customer Support, CX, or QA)
- Experience with standard tools like Zendesk
- Strong feedback and communication skills with ability to lead calibration sessions, facilitate workshops, and coach peers constructively
**Nice-to-Haves:**
- Experience working with or evaluating AI-driven support tools or Auto-QA platforms
- Prior experience in training creation or content management for customer care teams
- Experience working in environments with both internal and external teams
