Training & Quality Lead

About the role

This position involves overseeing all learning and quality assurance for Aspora's customer experience operations. You will connect staff development with operational excellence, turning quality insights into training and ensuring every customer interaction meets company standards. This is a high-responsibility role for someone who thrives on data, people, and processes in a rapidly expanding fintech environment.

Key facts

What you'll do

• Design and improve all training programs, including onboarding, product, process, soft skills, compliance, and refreshers.
• Create training materials like standard operating procedures, scripts, e-learning modules, role-plays, and assessments, keeping up with product and regulatory changes.
• Manage new employee induction and certification to prepare them for live customer interactions.
• Analyze training needs using quality audit data, customer satisfaction trends, and online reputation management signals from Locobuzz.
• Develop capability maps for customer experience teams and create individual development plans for high-potential agents.
• Evaluate training effectiveness through knowledge checks, post-training assessments, and tracking performance over 30, 60, and 90 days.
• Manage and refine the Quality Evaluation Framework across all communication channels: voice, chat, email, and digital.
• Lead calibration sessions with Quality Auditors, team leaders, and operations managers to ensure consistent scoring.
• Review audit findings and convert recurring issues into coaching, process fixes, and focused training efforts.
• Publish monthly Training & Quality scorecards for leadership, detailing quality scores, training completion, certification rates, and improvement trends.
• Collaborate with compliance and legal teams to integrate regulatory requirements into the Quality Evaluation Framework and training content.
• Define and monitor key performance indicators for the Quality Auditor team, such as audit volume, calibration accuracy, and coaching effectiveness, using Kapture.
• Manage, mentor, and develop the Quality Auditor team by setting goals, conducting regular one-on-ones, and performing appraisals.
• Foster a culture of continuous improvement within the team, acknowledging successes, addressing performance gaps, and creating career paths for auditors.
• Establish team-level standard operating procedures, audit playbooks, and knowledge repositories to ensure consistency and reduce reliance on specific individuals.
• Identify and prepare high-potential team members for greater responsibilities within the Training & Quality function.
• Serve as a strategic partner to Operations, Product, and Customer Experience leadership on quality and capability roadmaps.
• Represent the Training & Quality function in business reviews, regulatory audits, and internal governance meetings.

Requirements

• 4 to 8 years of experience in Training & Quality within fintech, BFSI, or banking.
• At least 2 to 3 years in a people management role directly supervising a Quality Assurance or training team.
• Demonstrated ability to design and implement training programs (onboarding, product, compliance, soft skills) in a regulated financial services setting.
• Strong understanding of quality frameworks, calibration methods, and root-cause analysis.
• Practical experience with Kapture (for CRM/ticketing/QA workflows) and Locobuzz (for online reputation management/social listening).
• Familiarity with Learning Management System platforms like Moodle, Cornerstone, or similar.
• A data-driven approach, with proficiency in Excel, PowerPoint, and Quality Assurance Management Information System reporting.
• Excellent communication, facilitation, and stakeholder management abilities.
• Solid knowledge of Reserve Bank of India guidelines on customer service, grievance resolution, and BFSI compliance standards.
• A graduate or postgraduate degree in a relevant field.

Nice to have

• Experience with Power BI for quality reporting and dashboards.
• An MBA or certifications in Learning & Development, Certified Professional in Learning and Performance (CPLP), Six Sigma, or ISO 9001.
• Previous experience in a startup or high-growth fintech environment.
• Familiarity with cross-border or Non-Resident Indian banking products and their compliance details.

Skills & tools

• Kapture
• Locobuzz
• Moodle (or similar LMS)
• Cornerstone (or similar LMS)
• Excel
• PowerPoint
• Power BI (nice to have)

Practical notes

• This is an on-site position in Bangalore.

About the company

People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users. Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital.