Training & Quality Lead
AsporaNeobanking company
Bangalore, IndiaLead
Sequoia Capital
Greylock Partners
Soma Capital
Global Founders Capital
Y Combinator
Hummingbird Ventures
People / HR / Recruitment
About the role
TL;DR
Owns end-to-end learning and quality assurance for a CX operation.
- •As Training & Quality Lead, you will own Aspora's end-to-end learning and quality assurance function, building the capability infrastructure that powers a world-class CX operation.
- •You'll be the strategic bridge between people development and operational excellence, translating quality signals into training interventions and ensuring every customer interaction reflects Aspora's standard of care.
- •Key Responsibilities Design and own the end-to-end training lifecycle, including onboarding, product, process, and compliance training.
- •Evolve the Quality Evaluation Framework (QEF) across all interaction channels and drive calibration sessions for scoring consistency.
- •Manage, mentor, and develop the Quality Auditor team, setting performance goals and creating growth pathways.
- •Partner with Operations, Product, and CX leadership on quality and capability roadmaps.
- •Requirements 4–8 years of experience in Training & Quality in fintech, BFSI, or banking, with 2–3 years in people management.
- •Proven ability to design and execute training programs in a regulated financial services environment.
- •Strong command over quality frameworks, calibration methodology, and root-cause analysis.
- •Hands-on experience with Kapture and Locobuzz; familiarity with LMS platforms.
- •Strong knowledge of RBI guidelines on customer service and BFSI compliance norms.
Required skills
Team ManagementExcelPowerPointCompliance ManagementCommunicationStakeholder Management
Nice-to-have skills
Power BI
Domain expertise
fintech
Tech stack
ExcelPowerPointPower BI