CX Training Associate Manager

About The Team

At Aspire, we are committed to empowering our customers throughout their journey with us. We are on a mission to provide the best service to customers & support them when, where, and how they need it. Our Operations Team ensures customers can operate seamlessly on our platform and provides the best customer experience possible.

About The Role

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.

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

• At least 5-7 years of experience in a training role, preferably in CX or a related field within fintech.
• Proven experience leading training programs in a customer-obsessed organization.
• Exceptional verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using training software and tools, including those leveraging AI and cutting-edge technology.
• Ability to work independently and collaborate effectively with cross-functional teams.
• A strategic mindset with a focus on achieving outcomes.

Join us in our mission to deliver the best possible experience to our customers through world-class training and development programs, utilizing the latest advancements in technology and AI.