QA & Content Training Specialist - Dutch/German Pro

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

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.