QA, Content & Training Associate

Overview

As a QA, Content & Training Associate, you will elevate customer interactions across the Customer Delight team. You bridge quality assurance, content management, and team development to improve CSAT and overall service quality. You’ll refine knowledge base materials, run calibration sessions, and help scale AI-powered QA tooling. You’ll work closely with cross-functional teams to ensure consistent, accurate customer care during growth. This is a hands-on role with impact on training, knowledge, and customer experience.

Pay / Benefits

• Flexible working & work from abroad
• 25 days holiday + birthday + flexible bank holidays
• 1 Volunteering day per year
• Enhanced family leave and nursery scheme
• Flexible training framework
• Equity options from day 1

Responsibilities

• Quality Assurance & Evaluation: grade a weekly/monthly set of interactions across channels to align with QA standards
• Impact & Action: translate grading data into actionable feedback to close skill gaps and boost CSAT
• Calibration Leadership: lead QA calibration sessions with CDX and internal team members
• Auto-QA Bot Auditing: audit AI Auto-QA outputs for accuracy as tooling scales
• Live Customer Support & Engagement: allocate direct ticket time in Zendesk for grounded, real-time work
• Peak Period Support: model team standards by handling inquiries during peak times
• Content, Knowledge Management & Training: manage KB, training materials, and macros for accuracy
• Training & Coaching: audit resources, create content, deliver refresher trainings based on QA findings
• Cross-Functional Collaboration: partner with CDX to address training gaps and onboard seasonal teams
• Targets & Expectations: achieve weekly/monthly grading quotas, maintain KB accuracy, ensure Auto-QA adherence

Key requirements

• Fluency in Dutch or German with professional English proficiency
• Target-driven mindset with ability to meet numerical targets
• Customer-facing experience (Support, CX, or QA) with familiarity with Zendesk
• Strong communication and coaching skills to lead calibration sessions and workshops
• Experience with or interest in AI-driven support tools / Auto-QA platforms (nice-to-have)
• Content creation or knowledge management experience for training teams (nice-to-have)
• Experience working across internal and external teams (nice-to-have)
• Strong communication
• Coaching and facilitation
• Attention to detail
• Zendesk
• G-Suite (or similar)
• Knowledge base management

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