Quality assurance specialist
Pubblicato il 01-08-2026 - Awin in Italia
Customer Experience Quality Specialist - (f/m/d) Purpose of Position As our Customer Experience Quality Specialist , you'll own and improve the quality of customer interactions across Awin's Platform Services business unit– including (and not limited to) support cases, calls, live chat and AI‐driven conversations and complaints. You'll set the standards, spot the trends, and turn feedback into lasting change. The Customer Experience Quality Specialist will report into the Customer Success Director to tackle inconsistent support experiences, unclear quality ownership, and repeat customer issues that impact customer satisfaction and trust. This requires someone who brings structure, consistency and a coaching mindset to quality as a continuous, embedded discipline, not a one‐off audit. You'll own the QA framework and standards across our 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'll design and set quality expectations,
elevate risks, de‐escalate complaints, and recommend stopping or redesigning processes that create poor service outcomes – applied consistently across all platform plans and whether there is a service package in place or not. You'll partner closely with the 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 in this role 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 Own and evolve the Quality Assurance frameworks, scorecards and standards for th