About the role
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.