CX Associate Manager, Quality

At Aspire, we’re more than just a FinTech company—we’re the leading all-in-one financial operating system built to empower the world’s innovators and entrepreneurs. We are on a mission to reinvent business finance, empowering startups and businesses to realise their full potential.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and empowered more than 50,000 businesses using our suite of products.

Aspire has consistently been recognized for excellence, earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023, ranked as LinkedIn’s Top Startup in Singapore, and listed on CB Insights’ Top 100 Global Fintech in 2023 and 2024.

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

ABOUT THE ROLE

We are seeking a highly motivated and proactive QA Specialist to elevate our quality standards. This role will focus on enhancing customer interactions, utilizing AI-driven projects to improve quality, and optimizing QA processes. You will assess customer interactions, identify areas for improvement and provide feedback to drive service excellence.

What will you be doing?

• Develop and implement a robust quality framework to enhance customer interactions, ensuring high satisfaction and compliance with company policies.
• Evaluate customer interactions by reviewing samples, conducting feedback sessions, and performing root cause analysis on detractors to drive corrective actions.
• Coach and up-skill bottom quartile performers in collaboration with Ops, while working with L&D to assess and address training needs through Training Needs Analysis (TNA).
• Leverage AI and automation to optimise QA processes, improve evaluation accuracy, and enhance overall efficiency in quality assessments.
• Analyse trends and insights from customer interactions to identify recurring issues and recommend process improvements.
• Drive standardisation and continuous improvement by refining QA methodologies, playbooks and quality benchmarks.
• Collaborate with leadership and cross-functional teams to align on quality goals, share insights, and deliver regular reports on key quality metrics and actionable improvements.

We would love to get to know you if you have the following: 

2+ years of experience in a quality assurance role in a customer support team or 4+ years of experience 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.

Join us in our mission to deliver the best possible experience to our customers. 

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.