QA Associate

The Customer Delight team at Bloom & Wild is on the frontlines of our customer experience and we have a hardworking team that is always finding ways to bring joy to our customers - and the good news is that it's growing! We have a dedicated team working around the clock to delight our customers at every turn, we work hard to ensure no question goes unanswered, and we are always looking for ways to improve the customer experience. Your role as a QA Associate will directly support our ambition to be renowned for amazing customer service that always aims to go above and beyond. Our work environment is fast yet encouraging and you would be a part of the Customer Delight function that sits alongside our business operations squad. This is a great chance to join a high-growth organisation in a newly created role and apply your existing skills and experience within a fun and passionate team! ️ What you'll be doing: The successful candidate will spend around 70% of their time providing feedback by grading tickets using the Zendesk QA tool, to assess the quality of our customer interactions for our Bloom & Wild and Bloomon brands.The QA Associate will do so by:

• Providing high-quality written reviews directly to agents and managers, using a custom feedback scorecard via the platform
• Supporting quality assessment for our Customer Delight team on all inbound communication channels (Email, Chat and Phone) across both our Bloom & Wild and Bloomon brands, which operate in multiple markets (UK, Germany, Denmark and Netherlands)
• Ensuring that ticket grading volumes are met by independently holding themselves accountable to daily/weekly/monthly goals.
It will be important for the successful candidate to be able to utilise their observations to ensure that our team is prepared to answer customer queries effectively and remain educated through the maintenance of our tools, training and resources.,
• Maintaining our online Knowledge Base - an internal guide book that Customer Delight Associates utilise daily to inform the best possible actions to take with their customers
• Updating and creating Macros - template responses that reflect our current policies and ensure Associates are able provide efficient and accurate resolutions for our customers
• Advising on and maintaining the Generosity Policy - our guide for the level of compensation Associates should offer to provide the most delightful outcomes when things don't go to plan for our customers
• Supporting the creation and maintenance of engaging training and coaching resources such as quizzes, templates, best practice guides and onboarding materials
• Sharing important and timely information via regular updates to the team Delivering calibration scoring for other graders in our internal and external teams to ensure fairness, accuracy and best practice.
  
  A high level of written English
• Meticulous attention to detail
• A customer-first mindset and a desire to drive improvement
• A collaborative and open approach to communication
• The ability to work independently to meet deadlines and complete tasks against set performance metrics
• Critical thinking skills and a solution-focused attitude
• Experience working within a high-performing customer service team
• A strong understanding of core customer service values
• A passion for working in a fast-paced environment
The following skills would be a plus, but not essential
• German / Dutch language skills
• Experience of using Klaus / Zendesk QA
• Experience of QA grading in a customer service team
• Experience of coaching or mentoring within customer service
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.

Hi, we're Bloom & Wild. We don't just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It's being there for the highs. Stepping up for the lows. We care wildly about people and our planet. Which is why we're so proud to be a certified B Corp - committed to making long-term positive change for our community, and the world around us. Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we've fulfilled and delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe. Now home to a family of 3 beautiful brands, we're driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination. ️ Customer Delight Team @ Bloom & Wild Group, Belonging @ Bloom & Wild We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. Our champions community actively advances our culture of inclusion and belonging, which is organised around 8 pillars of diversity. These cross-business networks offer additional opportunities for connection, education, support and celebration, and ensure that inclusivity continues to be embedded in our ways of working. Our ways of working We really believe in the power of connection. For us that looks different depending on the team you work in. Some of our teams work together in person every day, whereas others may connect in person every quarter. We also believe in flexibility that supports you, the work you do, and your team. How much you work from home and from our office depends on a balance of those needs, and you'll agree this with your manager. Whether it's through a shared project, a learning and development opportunity, or an afterwork social - we trust our teams to make the right decisions (for them and us) about where and how they work each day. We're big on collaboration, empathy, knowledge sharing and growth, and our values drive our priorities every day: Lead change for good: we have the guts to try new things and step up to do what matters most Think deeply, act swiftly: we make sure there's thoughtful rationale behind our approach and always act swiftly to implement ideas Care wildly: we pour care and creativity into everything we do and pay attention to the things that make a difference Stay open, be curious: we're open about what we're doing and why, and we welcome challenges from each other Work that works for you To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day. Our perks and benefits include: Work from abroad 25 days holiday + your birthday + flexible bank holidays, & option to buy additional holiday each year 1 Volunteering day each year Enhanced family leave and a workplace nursery scheme A flexible training framework for every stage of your career Irresistible discounts on our products, blooms & subscriptions! Share in our success with a choice to take equity options from day 1 For more information on our perks & bens, please see www.bloomandwild.com/careers Getting hired We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we're keen to answer all of the questions you have, so that you can be sure (and excited!) that we're the right move for you. We believe in leading change for good, so if there's anything that we can do to help you flourish throughout your application process with us, or if you have any feedback, please share this with us anonymously here so we can use this to improve your experience. #Bloom&Wild