Customer Experience Quality Specialist

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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 support cases, calls, live chat, AI‐driven conversations and complaints. You will set standards, spot trends, and transform feedback into lasting change.
The role reports to the Customer Success Director and aims to tackle inconsistent support experiences, unclear quality ownership, and repeat customer issues that impact satisfaction and trust. 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.
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‐driven conversations and complaints against agreed quality standards.
Recommend stopping, fixing or redesigning processes that consistently create poor customer outcomes,



using continuous‐improvement methodologies (e.g., 5 Whys, fishbone, Kaizen).
Own and evolve the company‐wide Social Media Escalation Framework by maintaining the playbook, golden rules, escalation triggers, ownership routing and Salesforce workflow, partnering with Marketing, Legal and Leading Departments to keep it current.
Extend the framework to capture complaints from third‐party review sites (e.g., Trustpilot, G2, Shopify) by defining monitoring, intake, routing and reporting so all online complaint channels are managed through a single, transparent process.
Customer Insight & Root Cause:
Own the customer listening workstreams—NPS, CSAT, Pulse surveys and call monitoring—to translate meaningful insight into clear themes, root causes and recommended actions.
Identify trends across qualitative feedback (verbatims, complaints, call notes) and quantitative signals (CSAT, QA pass rates) to surface what

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