QA, Content & Training Associate

Phoenix Court Group; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Flexible working

25 days holiday

Birthday leave

Equity options

ClassPass membership

Work from abroad

Job summary

Bloom & Wild Group seeks a proactive QA, Content & Training Associate to elevate customer interactions across the Customer Delight team. You will bridge quality assurance, content management, and team development, shaping knowledge base content and coaching standards.

You’ll lead calibration sessions, refine training materials, and collaborate with AI Auto-QA tooling while supporting Zendesk workflows and live support during peak periods.

Qualifications

• QA-focused role requiring ability to evaluate interactions and provide actionable feedback.
• Knowledge management and training material development experience.
• Experience coaching and running calibration sessions with cross-functional teams.

Responsibilities

• Quality Assurance & Evaluation: grade interactions and drive improvements to CSAT and QA scores.
• Live Support: maintain direct ticket handling during peak periods.
• Content, Knowledge Management & Training: manage KB, create training content, coach teammates.
• Audit AI Auto-QA tooling and support its adoption as processes scale.

Skills

Quality Assurance

Content Management

Training & Coaching

Zendesk

G-Suite

Tools

Zendesk

G-Suite

AI Auto-QA tools

Job description

Hi, we're Bloom & Wild. We don't just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It's being there for the highs. Stepping up for the lows.

We care wildly about people and our planet. Which is why we're so proud to be a certified B Corp – committed to making long-term positive change for our community, and the world around us.

Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we've fulfilled and delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.

Now home to a family of 3 beautiful brands, we're driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.

Customer Delight Team @ Bloom & Wild Group

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.

Role Purpose

We are looking for a proactive and quality-focusedQA, Content & Training Associate (or Senior Associate) to maintain and elevate the standard of customer interactions across our Customer Delight team.

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:

Quality Assurance & Evaluation (~50% of time)

• 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.

Live Customer Support & Engagement (~10% of time)

• 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.

Content, Knowledge Management & Training (~40% of time)

• 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.

Targets & Expectations

• 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.

You’ll love this role if you…

• 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.

These are some of the skills and experience we think will enable success in this role, but please don't worry if you're 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.

Belonging @ Bloom & Wild

We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. Our champions community actively advances our culture of inclusion and belonging, which is organised around 8 pillars of diversity. These cross-business networks offer additional opportunities for connection, education, support and celebration, and ensure that inclusivity continues to be embedded in our ways of working.

Our ways of working

We really believe in the power of connection. For us that looks different depending on the team you work in. Some of our teams work together in person every day, whereas others may connect in person every quarter.

We also believe in flexibility that supports you, the work you do, and your team. How much you work from home and from our office depends on a balance of those needs, and you'll agree this with your manager.

Whether it's through a shared project, a learning and development opportunity, or an afterwork social - we trust our teams to make the right decisions (for them and us) about where and how they work each day.

We're big on collaboration, empathy, knowledge sharing and growth, and our values drive our priorities every day:

Lead change for good:

we have the guts to try new things and step up to do what matters most

Think deeply, act swiftly

we make sure there's thoughtful rationale behind our approach and always act swiftly to implement ideas

Care wildly:

we pour care and creativity into everything we do and pay attention to the things that make a difference

Stay open, be curious

we're open about what we're doing and why, and we welcome challenges from each other

Work that works for you

To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day.

Our perks and benefits include:

• Flexible working & work from abroad
• 25 days holiday + your birthday + flexible bank holidays, & option to buy additional holiday each year
• 1 Volunteering day each year
• Enhanced family leave and a workplace nursery scheme
• A flexible training framework for every stage of your career
• Irresistible discounts on our products, blooms & subscriptions!
• Share in our success with a choice to take equity options from day 1
• ClassPass membership: monthly credits to spend on fitness classes, yoga and much more!

www.bloomandwild.com/careers

Getting hired

We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we're keen to answer all of the questions you have, so that you can be sure (and excited!) that we're the right move for you.

We believe in leading change for good, so if there's anything that we can do to help you flourish throughout your application process with us, or if you have any feedback, please share this with us anonymously here so we can use this to improve your experience.

#Bloom&Wild