QA, Content & Training Associate
bloomon
QA, Content & Training Associate
Samenvatting
Wat krijg je?
Wat ga je doen?
- Evaluate customer support interaction tickets
- Translate grading data into feedback
- Lead QA calibration sessions
- Audit AI Auto-QA tool outputs
- Maintain direct customer ticket handling
Wat verwachten wij?
- Experience in customer support and using Zendesk
- Experience working with targets and G-Suite software
- Experience with coaching and leading calibration sessions
- Experience evaluating AI-driven support or Auto-QA tools (pre)
Volledige vacaturetekst
At this company, you will elevate customer support standards by combining quality assurance, knowledge management, and hands-on engagement. You will lead calibration sessions, optimize internal documentation, and even audit cutting-edge AI Auto-QA tools. This role offers a unique chance to shape the customer experience journey within a thoughtful, values-driven environment. Ready to make a real impact on service excellence? Dive into the details and apply now!
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.
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.
- 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.
Over de werkgever
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