Aspira

Customer Support

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues.
• Follow established processes to assist customers with reservations, ticketing, permits, and other services.
• Effectively transfer customers to the appropriate department when needed.
• Seek management support when necessary for complex issues or escalations.
• Document customer interactions accurately according to company standards.
• Update customer accounts and system information accurately.
• Meet individual KPIs and support department goals for customer service excellence.
• Adhere to company policies, procedures, and performance standards.
• Complete all required training and coaching within set timeframes.
• Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work.
• Contribute to a positive team environment by delivering best-in-class service and supporting department goals.
• Perform other duties as assigned to support the contact center.

Customer Service Representative

QA Engineer

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards.
• Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance.
• Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing.
• Conduct audits of call center interactions to uncover coaching and development opportunities.
• Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence.
• Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply.
• Ensure compliance with company and client standards and partner with leadership to address gaps.
• Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team.
• Collaborate with operations and training to develop and implement QA strategies and recommend process improvements.
• Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions.
• Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira.
• Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service.
• Achieve individual KPIs and support department goals and objectives.
• Maintain current knowledge of company and client policies; complete all assigned training in a timely manner.
• Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability.
• Support the department with additional duties as needed; maintain flexibility around scheduling when required.

Call Center Quality Assurance Analyst

Backend Engineer

• Architect comprehensive solutions that meet business requirements using a combination of technologies, including Java, cloud services, middleware and front end.
• Lead initiatives to modernize legacy systems, integrating new technologies to enhance performance and scalability.
• Provide guidance and mentorship to development teams, promoting best practices, and fostering a culture of innovation.
• Research and Design monitoring strategies using tools such as New Relic, Grafana, or equivalent to proactively manage system health.
• Lead investigation, implementation, and integration of feature flag frameworks for controlled rollouts and A/B testing.
• Develop proofs of concept, reference architectures, and integration strategies.
• Work across the aisle with cross-functional stakeholders, leads and other architects to define system needs, deliver optimal solutions and drive innovation.
• Create, maintain, monitor and enforce technical modernization vision and roadmap for multiple related applications.
• Identify opportunities for improvement and recommend best practices for implementations and custom solutions.
• Explore and integrate technologies and market solutions to enhance system capabilities.

Customer Service Representative

Customer Service Representative

Call Center Quality Assurance Analyst

Principal Java Software Engineer