QA, Content & Training Associate

📋 Description

• Evaluate customer support interactions across all channels to ensure alignment with QA standards
• Translate grading data into actionable feedback and identify patterns to improve CSAT and QA scores
• Lead QA calibration sessions with team leaders and team members
• Audit and validate AI Auto-QA tool outputs for accuracy
• Handle direct tickets on Zendesk to stay grounded in customer needs
• Support customer inquiries during peak periods

🎯 Requirements

• Fluent in Dutch or German, with full professional working proficiency in English
• Comfortable working toward numerical targets with familiarity using G-Suite or similar software
• Previous experience in a customer-facing role (Customer Support, CX, or QA) with experience using
• Strong feedback skills, ability to lead calibration sessions, facilitate workshops, and coach peers
• Experience with AI-driven support tools or Auto-QA platforms (nice-to-have)
• Prior experience in training creation or content management for customer care teams (nice-to-have)

🎁 Benefits

• Flexible working (core hours from 10-4pm)
• Work Abroad for up to 45 days each year
• Option to take equity options from day 1
• Volunteer day once per year
• Support for commute (e.g., Swapfiets, NS business card or expense reimbursement)
• 24 vacation days with option to buy 5 extra