QA & CX Specialist

Job description

The Role at a Snapshot: You will be embedded in our Global Support Hub in Istanbul, focused on ensuring the quality of our customer-facing support interactions and helping turn customer feedback into tangible improvements. You’ll work across support channels, own feedback collection and analysis, and translate insights into campaigns that improve the customer experience at scale Location: Istanbul (hybrid) or Turkey (remote) Your Role in Our Mission: - Review and score agent interactions across support channels (chat, phone, email) against defined quality frameworks - Identify patterns in agent performance, flag recurring issues, and share structured feedback with team leads - Participate in calibration sessions and help maintain consistency in QA scoring - Analyse customer feedback across channels — including post-interaction CSAT, NPS, public reviews (TrustPilot, Google), and call transcripts - Manage operational feedback pipelines and own the follow-up workflows for customer feedback tickets - Identify friction points in the customer journey and proactively propose improvements backed by data - Support the design and execution of CRM campaigns tied to customer experience touchpo...