Quality Analyst - CX & Operations (QC)

Aspire is building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building. Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide since 2018, partnering with J.P. Morgan, Visa, and Wise.

About The Role

Aspire is seeking a detail-oriented and analytical Quality Analyst to evaluate the quality of customer interactions and operational processes across Customer Care and Process Operations teams. The ideal candidate can navigate multiple processes, understand customer interactions deeply, and leverage AI tools, prompts, and automation to enhance quality audits. This role is responsible for conducting quality reviews of tickets, identifying gaps, and driving continuous improvement in customer experience and operational efficiency.

Key Responsibilities

• Perform end-to-end QC reviews of tickets handled by Customer Care agents, Process Ops teams, and AI assistants/bots across channels (email, chat, voice)

• Evaluate both human and AI-driven interactions against defined quality frameworks, SOPs, and compliance requirements

• Assess AI responses for accuracy, relevance, tone, and adherence to guidelines; identify gaps, edge cases, and failure patterns

• Leverage AI tools, prompts, and automation to enhance QC review efficiency, consistency, and coverage

• Contribute to prompt design, testing, and refinement to improve AI output quality and reliability

• Track and report AI performance metrics, including accuracy, resolution quality, and customer impact

• Analyse interaction patterns, customer pain points, and recurring issues to generate actionable insights

• Recommend process, policy, and training enhancements to improve customer experience and reduce errors

• Prepare detailed QC reports highlighting trends, root causes, and performance metrics, and maintain documentation for audits and training

Minimum Qualifications

• Bachelor's degree in Business, Communications, Finance, or a related field

• 1-3 years of experience in Quality Control (QC), Customer Support, Operations, or similar roles

• Strong understanding of customer interactions across support channels (chat, email, voice)

• Strong analytical skills with the ability to identify patterns, trends, and root causes

• Proficiency in Excel, Google Workspace, and CRM/support tools (e.g., Zendesk, HubSpot, Intercom)

• Excellent written and verbal communication skills in English

• Strong ownership, accountability, and commitment to quality

Preferred Qualifications

• Experience in fintech, banking, or B2B customer support environments

• Exposure to AML/KYC, financial services operations, or compliance processes

• Familiarity with AI tools, prompt engineering, or automation in quality reviews

• Experience building or improving QC frameworks and scorecards

• Detail-oriented with a strong inclination toward innovation and AI-driven solutions