QA, Content & Training Associate — Elevate CX

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

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.