QA & CX Specialist

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 touchpoints — feedback collection, re-engagement flows, review solicitation

Monitor campaign performance and contribute to optimisation based on engagement and customer outcomes

What will you bring

1–2 years of experience in customer experience, quality assurance, CRM, or a related field

Strong analytical mindset — comfortable working with data, spotting trends, and drawing clear conclusions

Highly organised and able to manage multiple workstreams simultaneously

Clear and structured communicator in both English and Turkish (native Turkish required)

Hands-on experience with CRM or marketing automation tools (HubSpot, Customer.io, or similar) is a plus

Familiarity with customer feedback methodologies (NPS, CSAT) is a plus

Genuine curiosity about why customers feel the way they do — and motivat