About The Company

Founders today are building global companies from day one — but the systems that manage their money were built for a different era. Aspire exists to change that!

We're 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.

Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.

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 to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we're building for the next generation of global companies.

About The Role

We are 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 should have the ability to 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

Quality Reviews & Audits

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, etc.).
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.
Identify errors, inconsistencies, and process deviations; ensure accurate and fair scoring across both human and AI interactions.

AI-Driven Quality Auditing

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.
Ensure alignment between human agent processes and AI-driven workflows to maintain a consistent customer experience.
Track and report AI performance metrics, including accuracy, resolution quality, and customer impact.

Insights & Process Improvement

Analyse interaction patterns, customer pain points, and recurring issues to generate actionable insights.
Provide structured feedback to teams and stakeholders on quality gaps and improvement areas.
Recommend process, policy, and training enhancements to improve customer experience and reduce errors.

Reporting & Documentation

Prepare detailed QC reports highlighting trends, root causes, and performance metrics.
Track quality scores, error rates, and improvement initiatives over time.
Maintain documentation to support audits, training, and process updates.

Qualifications & Skills

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, Intercomm).
Excellent written and verbal communication skills in English.
Ability to manage multiple workflows and adapt to changing processes.
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 in building or improving QC frameworks and scorecards.
Ability to translate customer interaction insights into process improvements.
Detail-oriented with a strong inclination toward innovation and AI-driven solutions.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Aspire. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Aspire may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Aspire's Candidate Privacy Notice

Quality Analyst - CX & Operations (QC)