Key skills
SparkCRM
About this role
Role Overview
- 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
Requirements
- 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 motivation to act on it
Benefits
- Flexible & focused working: Benefit from our hybrid working model with 2-3 flexible days per week and a Meeting Free Friday for undisturbed productivity.
- We grow together: Continue your career with clear development paths and our Spark! Growth & Development program. Get access to 1000s of courses on LinkedIn Learning, our Spark! Mentorship program and monthly learning sessions. Take advantage of 30 free learning sessions to experience GoStudent for yourself
- Work Smart, Play Hard: Our regular team and office events ensure a good atmosphere. We believe in team spirit, celebrating together and having lots of fun.
- Strength through community: Get involved in one of our GoStudent Employee Resource Groups (ERGs) and stand up for issues that are close to your heart.