Training & Quality Lead

Aspora, Inc.

Job Overview

Location

Bangalore

Job Type

Full-time

Full Job Description

📋 Description

• Design, own, and continuously improve the end-to-end training lifecycle including onboarding, product training, process training, soft skills, compliance, and refresher programs for customer experience teams.
• Develop training content such as SOPs, scripts, e-learning modules, role-plays, and assessments aligned with product updates and regulatory requirements.
• Manage new hire induction and certification programs to ensure agents are fully prepared before handling live customer interactions.
• Conduct Training Needs Analysis (TNA) using quality audit data, CSAT trends, and ORM signals from Locobuzz to identify skill gaps and prioritize training interventions.
• Build capability maps for CX teams and design Individual Development Plans (IDPs) for high-potential agents to support career growth and performance improvement.
• Evaluate training effectiveness through knowledge checks, post-training assessments, and 30-60-90 day performance tracking to measure impact on customer outcomes.
• Own and evolve the Quality Evaluation Framework (QEF) across all customer interaction channels: voice, chat, email, and digital.
• Drive calibration sessions with Quality Auditors, team leaders, and operations managers to ensure consistent and accurate scoring across the organization.
• Review audit findings and translate recurring patterns into structured coaching interventions, process fixes, and targeted training sprints.
• Publish monthly Training & Quality scorecards for leadership covering quality scores, training completion rates, certification rates, and improvement trends.
• Partner with compliance and legal teams to embed RBI guidelines on customer service, grievance redressal, and BFSI compliance norms into QEF parameters and training content.
• Define and track KPIs for the Quality Auditor team including audit throughput, calibration accuracy, and coaching effectiveness using Kapture.
• Manage, mentor, and develop the Quality Auditor team by setting individual performance goals, conducting regular 1:1s, and running periodic appraisal reviews.
• Build a culture of continuous improvement within the T&Q team by celebrating wins, addressing performance gaps early, and creating clear growth pathways for auditors.
• Define team-level SOPs, audit playbooks, and knowledge repositories to standardize processes and reduce dependency on key individuals.
• Identify and groom high-potential team members for expanded responsibilities within the Training & Quality function.
• Act as a strategic partner to Operations, Product, and CX leadership on quality and capability roadmaps.
• Represent the Training & Quality function in business reviews, regulatory audits, and internal governance forums.

🎯 Requirements

• 4–8 years of experience in Training & Quality in fintech, BFSI, or banking with at least 2–3 years in a people management role directly overseeing a QA or training team.
• Proven ability to design and execute training programs (onboarding, product, compliance, soft skills) in a regulated financial services environment.
• Strong command over quality frameworks, calibration methodology, and root-cause analysis.
• Hands-on experience with Kapture (CRM/ticketing/QA workflows) and Locobuzz (ORM/social listening); familiarity with LMS platforms (Moodle, Cornerstone, or equivalent).
• Data-driven approach — proficient with Excel, PowerPoint, and QA MIS reporting.
• Strong knowledge of RBI guidelines on customer service, grievance redressal, and BFSI compliance norms.

🏖️ Benefits

• Build products that power global money movement
• High ownership, high impact, and real responsibility
• Opportunity to work with a globally distributed team
• Competitive compensation, benefits, and ESOPs
• A culture that values speed, clarity, and customer obsession

Skills & Technologies

Senior

Onsite

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Aspora, Inc.

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About Aspora, Inc.

Aspora is a company focused on providing innovative solutions in the data analytics and artificial intelligence space. They specialize in developing advanced platforms that enable businesses to leverage their data for better decision-making, improved efficiency, and enhanced customer experiences. Their offerings typically include tools for data integration, analysis, visualization, and predictive modeling. Aspora aims to democratize access to powerful AI capabilities, allowing organizations of all sizes to unlock the full potential of their information assets. The company is committed to continuous research and development to stay at the forefront of technological advancements in AI and data science, offering scalable and adaptable solutions to meet evolving market needs.

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