QA, Content & Training Associate

MMC; Greater London; On-site; GBP 35,000 - 52,000; Full time

Job summary

MMC is seeking a Quality Assurance & Evaluation specialist to drive QA grading, calibration, and knowledge management. You will lead calibration sessions, audit AI Auto-QA outputs, and contribute to live support during busy periods to keep customer experiences consistent.

You will own knowledge base content, create training materials, and coach teams across internal and external groups, aiming for high CSAT and QA scores.

Qualifications

• Experience in QA or CX with ticket grading and calibration.
• Knowledge base maintenance and training materials creation.
• Familiarity with AI-driven support tools is a plus.

Responsibilities

• Lead QA grading and calibration sessions across teams to ensure consistency.
• Manage live customer support engagement and direct ticket handling during peaks.
• Own knowledge base content, macros, and training materials, updating as needed.
• Set and monitor targets for grading output, accuracy, and knowledge maintenance.

Skills

Dutch fluency

German fluency

English proficiency

Tools

Zendesk

Job description

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 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.