Tech Stack

Description

You will ensure quality of customer-facing support interactions and turn customer feedback into tangible improvements. Working across support channels, you'll own feedback collection, analysis, and translate insights into campaigns that improve the customer experience at scale.

Requirements

• 1-2 years experience in customer experience, QA, CRM, or related field
• Strong analytical mindset comfortable with data and trends
• Highly organized and able to manage multiple workstreams
• Clear communicator in English and Turkish (native Turkish required)
• Hands-on experience with CRM tools (HubSpot, Customer.io) is a plus

Responsibilities

• Review and score agent interactions across chat, phone, email against quality frameworks
• Identify patterns in agent performance, flag recurring issues, and share structured feedback with team leads
• Analyse customer feedback across channels including CSAT, NPS, public reviews, and call transcripts
• Manage operational feedback pipelines and follow-up workflows for customer feedback tickets
• Support design and execution of CRM campaigns tied to customer experience touchpoints