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49 Aspire FT Jobs
QA Specialist (Customer Experience)
Aspire FT
posted 1mon ago
Job Role Insights
Key skills for the job
Job Description
- 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 optimize 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
Employment Type: Full Time, Permanent
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