Opportunities Within Our Portfolio

At MassMutual Ventures, we are fortunate to have been early and long-term partners to our portfolio of category-defining businesses that are located across the globe. Learn more about their available opportunities below.

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Head of Quality (Customer Experience)

Aspire

This job is no longer accepting applications

See open jobs at Aspire.See open jobs similar to "Head of Quality (Customer Experience)" MassMutual Ventures.

Customer Service, Quality Assurance

India

Posted 6+ months ago

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME 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 helped more than 15,000 businesses using our suite of products.

In 2022, we were awarded Best Employer of the Year and Payments Tech of the Year by Asia Fintech Awards, ranked #1 on LinkedIn's 2022 Top Startups list and were listed on YC Top Companies 2022. In 2023, we ranked Top 10 on The Straits Times Fastest-Growing Companies.

You will be amazed by the energy and experience of our team. We are a team of ex-entrepreneurs, ex-founders, and high-achievers with international backgrounds. We team up to reach the highest standards in what we do, and don't take NO for an answer.

We are expanding rapidly. Are you a top talent? Are you passionate about entrepreneurship? Join us and make an impact in the fintech space.

About The Team

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

What will you be doing?

Be responsible for everything Quality for Customer Experience: defining the vision, strategy, approach and executing the plans.
Be responsible for leading, coaching and directing the Quality team.
Be accountable to identify gaps, root causes, weekly & on a monthly basis and lead / support improvement projects using (Eliminate, Automate & Innovate approach).
Be responsible for the training of the CX team on new features and for maintaining our Knowledge base
Leverage industry standards practices to transform Quality assurance from reactive to a proactive approach, including the usage of AI, ML practices, etc.
Focus on continuous improvements including usage of appropriate Six Sigma/QA tools and methods.
Establish best in class Quality standards across processes by creating process flows and SOPs.
Be an escalation point for all matters related to testing and quality assurance and operate as a primary point of contact for the QA teams.
Work with QA team to coach, guide, elevate the Quality processes correlating with improvement in Customer experience, Contact rate reduction and reduction in customer escalations.
Work closely with the CX teams, the Product team, the Commercial teams

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

>15 years of domain expertise in Operational Quality or Quality assurance. Prior experience of working with B2B Startups / SAAS companies will be preferred.
Quality management experience across multiple projects, both in-house & with 3rd party business process outsourcing models across geographies.
Strong leadership skills with experience in implementing and shaping the Customer experience team, QA processes and strategies.
Strong analytical skills, technical skills, both functional and non-functional, manual and automation, ideally in a continuous delivery environment.
Excellent communicator, influencing skills & negotiation skills with all the key stakeholders to ensure QA vision is understood and implemented correctly.
Be an advocate of Quality Assurance, Continuous improvement and industry recognized Best practices including AI, ML & automation solutions.
Flexible & ability to and work under pressure across geographies.
Proactive, strong-minded, quick thinker and assertive.
Able to communicate with all levels of management and peers within the organization.
The role is part of hybrid work set up

What we offer

Work from anywhere and Work from Home subsidy.
Uncapped flexible annual leave.
Training subsidy for your professional growth.
Wellness benefit.
Team bonding budget to foster collaboration and sense of belonging.
Culture is Key: Most importantly, we always strive to cultivate a special culture that brings special talents together - You may learn more about our culture at 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 .

This job is no longer accepting applications

See open jobs at Aspire.See open jobs similar to "Head of Quality (Customer Experience)" MassMutual Ventures.

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