Customer Experience Quality Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78eefe

Purpose As our Customer Experience Quality Specialist, you will own and improve the quality of customer interactions across Awin's Platform Services, including support cases, calls, live chat, AI‐driven conversations and complaints. You will set the standards, spot trends, and turn feedback into lasting change.
The Customer Experience Quality Specialist will report to the Customer Success Director and address inconsistent support experiences, unclear quality ownership, and repeat customer issues that impact customer satisfaction and trust. This role requires bringing structure, consistency and a coaching mindset to quality as a continuous, embedded discipline, not a one‐off audit.
You will own the QA framework and standards across Onboarding, Early Life, Platform Support, Client Partnerships, Client Success and Service Delivery functions — reviewing interactions and using NPS, CSAT and Pulse insights to surface trends and root causes.
You will design and set quality expectations, escalate risks, de‐escalate complaints,



and recommend stopping or redesigning processes that create poor service outcomes, applied consistently across all platform plans whether a service package is in place or not.
You will partner closely with Service Delivery Team Leaders, Heads of Functions and Training to ensure feedback is timely, structured and embedded into how we work.
What Success Looks Like Success is measured through trend‐based improvement — rising QA pass rates, clearer NPS and CSAT drivers, fewer repeat issues, and a measurable lift in customer trust.
If you believe great quality comes from coaching and enablement, not surveillance, and you thrive on turning data into action, this is your chance to shape a brand‐new function at the heart of Platform Services.
Key Tasks QA Ownership & Standards:
Own and evolve the Quality Assurance frameworks, scorecards and standards for the business unit, ensuring consistency across all service tiers.
Review and score tickets, calls, AI‐driv

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78eefe