CX Training Associate Manager

We seek a highly motivated and proactive individual to join our Customer Experience (CX) team as a Training Specialist. In this role, you will be responsible for developing and managing training programs that equip our agents with the skills and product knowledge needed to deliver exceptional customer service. Your efforts will be crucial in shaping the quality of customer interactions by creating and delivering training sessions, analyzing training needs, and implementing strategies to improve performance. Leveraging AI and advanced analytics, you will ensure that our training programs are cutting-edge and highly effective. Key Responsibilities: Onboarding & Training Programs: Design and implement comprehensive onboarding programs for new joiners, including coordination with third-party BPO teams. Develop and implement on-the-job training programs that minimize disruption to the production phase. Lead CX and soft skills training, driving continuous employee upskilling. Use data and performance metrics to identify gaps and create targeted programs. Build and deploy regular product refreshers across the organization Oversee the full training lifecycle, from needs assessment to evaluation, ensuring continuous improvement. Market-Specific Training: Develop and deliver tiered training materials tailored to regional needs. Ensure accuracy and relevance of content with product and process changes. Collaborate with local teams to align training with market expectations. Training Analytics & Innovation: Utilize advanced analytics to measure the impact of training programs on business outcomes such as customer satisfaction and employee performance. Make data-driven adjustments to training content and methods to align with evolving business goals. Regularly collect and integrate feedback from training participants to enhance program relevance and impact. Explore and implement innovative training methods, including gamification and AI-powered learning tools, to keep training engaging and effective.

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.