CX Associate Manager, Quality

Job Description

Aspire is seeking a highly motivated QA Specialist to elevate quality standards. The role focuses on enhancing customer interactions, utilizing AI-driven projects to improve quality, and optimizing QA processes. The QA Specialist will assess customer interactions, identify areas for improvement, and provide feedback to drive service excellence.

What this role involves:
• Developing and implementing a robust quality framework.
• Evaluating customer interactions and performing root cause analysis.
• Coaching and up-skilling bottom quartile performers.
• Leveraging AI and automation to optimise QA processes.
• Analysing trends and insights from customer interactions.
• Driving standardisation and continuous improvement.
• Collaborating with leadership and cross-functional teams.

Requirements:
• 2+ years of experience in a quality assurance role or 4+ years in a senior customer-facing role.
• Strong attention to detail and a knack for process improvement.
• Excellent verbal and written communication skills.
• Strong understanding of customer service best practices and standards.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong organisational skills and ability to prioritise tasks.

What Aspire offers:
• Uncapped flexible annual leave.
• Hybrid work arrangement.
• Training subsidy for professional growth.
• Wellness benefit.
• Team bonding budget.
• Flexibility to work from anywhere (up to 90 days per annum).