Customer Experience Quality Specialist (f/m/d)

About the role

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, escalate 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 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 thinking). 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 the process 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 - translating 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's really driving the customer experience. Collaborate cross‑functionally with Product, UX, Marketing, New Business and the AI Copilot initiative to ensure customer pain points surfaced through QA feed into the wider Awin roadmap. Coaching & Enablement: Provide structured, coaching‑led feedback to Team Leaders and Heads of Function. Run regular calibration sessions with Team Leaders and Heads of Function to ensure scoring is consistent, fair, and trusted. Create training materials to convert QA findings into targeted learning interventions, refreshers, and onboarding improvements. Travel to office hubs approximately once a year for in‑person calibration sessions and workshops. Reporting & Escalation: Report quality performance and trends on a regular cadence to the Customer Experience Director and Platform Services leadership - with clear narratives, not just dashboards. Escalate quality risks early to leadership, with a recommended path to resolution. Coordinate and de-escalate live escalations that come in via email, social media and third‑party review sites partnering with Marketing, Service Delivery and Leading Departments to recover the relationship, close the loop with the customer, and capture learnings. Skills & Expertise 2+ years' experience in a Customer Experience/Support Quality Assurance role - ideally within SaaS, MarTech, contact centre, or a comparable customer facing environment. Affiliate marketing or MarTech knowledge is preferred but trainable - curiosity and a fast‑learning mindset matter more than prior sector exposure. A genuine coaching mindset - you believe quality is built through enablement, calibration and trust, not policing. Confident communicator and influencer, comfortable giving constructive feedback to peers, Team Leads

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