QA, Content & Training Associate

Responsibilities

Ticket grading: evaluate a target quantity of customer support interactions weekly/monthly across all channels to ensure alignment with internal QA standards; translate grading data into actionable feedback, identifying patterns, skill gaps, and opportunities to improve CSAT, overall team QA scores and customer experience; lead and own QA calibration sessions with BPO Team Leaders (CDX) and internal CD team members; review, audit, and validate the output of new AI Auto-QA tools; maintain direct ticket handling on Zendesk; respond to customer inquiries during key business peak periods; manage, edit, and optimise internal knowledge base (KB) documentation, training materials, and macros; audit existing learning resources, build new content, and deliver refresher training sessions; partner with CDX to address training gaps and, over time, assist with onboarding training and coaching across BPO seasonal teams

Requirements

Fluent in Dutch or German; full professional working proficiency in English; comfortable working toward and consistently achieving specific numerical targets (e.g. ticket volume, grading output); familiarity with using G-Suite or similar software; previous experience in a customer-facing role (e.g., Customer Support, CX, or QA); some experience with standard tools like Zendesk; strong feedback skills with the ability to lead calibration sessions, facilitate workshops, and coach peers constructively

Nice to have

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