QA, Content & Training Associate

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.

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: 

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.

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.

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.

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.