Customer Experience Quality Specialist - (f/m/d)

Awin AG seeks a Customer Experience Quality Specialist to enhance support quality across its Platform Services. The role focuses on QA frameworks, coaching, and data-driven improvements to boost customer satisfaction.

This position is responsible for elevating the quality of customer interactions within Awin's Platform Services division. Reporting to the Customer Success Director, the specialist addresses inconsistent support experiences and recurring issues by embedding quality as a continuous, coaching-focused discipline rather than a periodic audit.

Responsibilities

• Develop and maintain quality assurance frameworks, scorecards, and standards to ensure consistency across all service levels.
• Evaluate support tickets, calls, AI conversations, and complaints against established quality benchmarks.
• Identify and redesign processes that lead to poor customer outcomes using continuous improvement methods.
• Manage the Social Media Escalation Framework, including playbooks, triggers, routing, and Salesforce workflows.
• Expand the escalation framework to include third-party review sites, ensuring a unified process for all online complaints.
• Lead customer listening initiatives, including NPS, CSAT, Pulse surveys, and call monitoring, to derive actionable insights.
• Analyze qualitative and quantitative feedback to identify trends and root causes affecting the customer experience.
• Collaborate with Product, UX, Marketing, New Business, and AI teams to integrate customer pain points into the product roadmap.
• Provide structured, coaching-based feedback to Team Leaders and Heads of Function.
• Conduct calibration sessions with leadership to ensure consistent, fair, and trusted scoring.
• Develop training materials to address QA findings through targeted learning interventions and onboarding improvements.
• Report quality performance and trends to the Customer Experience Director and Platform Services leadership with clear narratives.

Requirements

• 2+ years of experience in Customer Experience or Support Quality Assurance, preferably in SaaS, MarTech, contact centers, or similar customer-facing roles.
• A coaching mindset focused on enablement, calibration, and trust rather than policing.
• Strong communication and influence skills, with the ability to provide constructive feedback to peers and leaders while adapting tone to the audience.
• Data literacy and analytical skills to identify patterns in qualitative and quantitative feedback.
• A continuous improvement mindset, familiar with root-cause analysis techniques like 5 Whys and fishbone diagrams.

Nice to have

• Knowledge of affiliate marketing or MarTech is preferred but can be learned; a fast-learning mindset and curiosity are prioritized.

About the company

Awin AG fosters a culture where quality is achieved through coaching and enablement rather than surveillance. The company emphasizes building trust and consistency in customer interactions.

• Quality is driven by coaching and enablement, not surveillance.