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31 Aspire FT Jobs

QA Specialist (Customer Experience)

Aspire

2-6 years

Gurgaon / Gurugram

1 vacancy

Aspire FT

posted 12hr ago

Job Role Insights

Key skills for the job

Customer Service Automation Testing Customer Support QA Engineering Analytical Chemistry Continuous Improvement

+ 2 more

Job Description

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 LD 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 .

Employment Type: Full Time, Permanent

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