Quality Assurance Specialist (MarTech)

TL;DR

Quality Assurance Specialist (MarTech): Designing and evolving QA frameworks for customer interactions across platform services with an accent on NPS/CSAT drivers and root cause analysis. Focus on coaching team leaders, redesigning poor service processes, and integrating customer feedback into the product roadmap.

Location: Hybrid/Remote (Hiring in multiple countries)

Company

hirify.global is a leading open partner ecosystem in the affiliate marketing space and part of the Axel Springer group.

What you will do

• Own and evolve QA frameworks, scorecards, and standards across all service tiers.
• Review and score tickets, calls, and AI-driven conversations against quality standards.
• Analyze NPS, CSAT, and Pulse surveys to identify trends and translate insights into actions.
• Partner with Product, UX, and AI Copilot teams to integrate customer pain points into the roadmap.
• Provide structured, coaching-led feedback and run calibration sessions with leadership.
• Manage the social media escalation framework and monitor third-party review sites like Trustpilot and G2.

Requirements

• 2+ years of experience in Customer Experience or Support QA, ideally within SaaS or MarTech.
• Strong analytical skills to identify patterns in qualitative feedback and quantitative signals.
• Proficiency in root-cause analysis techniques such as 5 Whys or fishbone diagrams.
• Experience with Salesforce, NPS/survey platforms, and data tools like Power BI or Tableau.
• Ability to influence stakeholders and provide constructive feedback without direct authority.
• Excellent written communication and high attention to detail.

Nice to have

• Knowledge of affiliate marketing or MarTech.
• Bilingual skills, with German language proficiency considered a strong advantage.

Culture & Benefits

• Four-day Flexi-Week at full pay to prioritize mental health and wellbeing.
• Hybrid and remote working scheme designed for flexibility and mutual trust.
• Monthly work expense contribution and a dedicated furniture package for home office setup.
• Professional growth through the hirify.global Academy training suite.
• Peer-to-peer recognition program with vouchers.