Training & Quality Lead

Responsibilities

• Design, own, and improve the end-to-end training lifecycle, including onboarding, product training, compliance, and soft skills.
• Develop training content such as SOPs, scripts, e-learning modules, and assessments aligned with regulatory updates.
• Own and evolve the Quality Evaluation Framework (QEF) across voice, chat, email, and digital channels.
• Drive calibration sessions with auditors and operations managers to maintain scoring consistency.
• Translate quality audit findings and CSAT trends into structured coaching interventions and training sprints.
• Manage, mentor, and develop the Quality Auditor team, setting performance goals and conducting regular reviews.
• Partner with compliance and legal teams to embed RBI guidelines and regulatory requirements into quality parameters.

Requirements

• 4–8 years of experience in Training & Quality within the fintech, BFSI, or banking sectors.
• 2–3 years of experience in a people management role overseeing a QA or training team.
• Proven experience designing training programs in highly regulated financial environments.
• Proficiency with Kapture (CRM/QA workflows) and Locobuzz (ORM/social listening).
• Strong knowledge of RBI guidelines regarding customer service and BFSI compliance.
• Data-driven mindset with high proficiency in Excel and PowerPoint for MIS reporting.
• Excellent communication, facilitation, and stakeholder management skills.

Preferred Qualifications

• Exposure to Power BI for quality reporting and dashboards.
• MBA or professional certifications in L&D, Six Sigma, or ISO 9001.
• Prior experience working in a high-growth startup or fintech environment.
• Familiarity with cross-border or NRI banking products.

About the Company

Aspora is building a borderless financial operating system that makes money as mobile and transparent as its users. Backed by leading investors like Sequoia Capital and Y Combinator, we are a global team working to redefine global banking through extreme ownership and customer obsession.