We are Bright:

Bright is a consumer fintech that helps Americans get out of debt, with the power of data science and machine learning. It is a mobile app that combines all the tools and tech needed to manage and get rid of debt.

Bright’s tools include credit score building, automated debt paydown plans, financial planning,  budget planning tools, and refinance loans. It works with credit cards, student loans and car loans.

Bright has had 6x growth in the last year, with 300,000 users, and more than 100,000 ratings and reviews.

Bright is backed by three major venture capital funds (Sequoia, Falcon Edge and Hummingbird) and with top angel investors from the US, UK and India, Bright has raised +$40 million in funding to date.

Bright has recently raised $50M in debt funding from Encina Lender Finance, for its credit business growth. Encina Lender Finance provides lending solutions to consumer and commercial speciality finance companies across the U.S. and Canada.

Today we are among the top 8 US FinTech companies. We will become a top-100 US financial institution, with the unique strength of data science and predictive modelling to enhance financial products for a user’s life outcomes.

We will be the first at-scale Consumer Tech company, built in India for Global markets.

About Our Founders:

Bright was founded in 2019 by a founding team from McKinsey’s Banking Practice (Petko Plachkov and Avi Patchava) and InMobi Data Scientist (Avi Patchava, Varun Modi, Avinash Ramakath, Jayashree Merwade).

Job Summary:

As the Senior Lead – Quality and Training, you will be at the forefront of driving excellence in customer interactions by ensuring top-notch quality standards and impactful training across the Customer Success team. This role requires a strong leader who can balance analytical decision-making with people development, drive quality frameworks, and elevate agent performance across multiple customer touchpoints.

Key Responsibilities

Quality Assurance

• Oversee end-to-end quality audit processes across chats, calls, and emails.

• Create and evolve audit scorecards, SOPs, and quality guidelines.

• Conduct regular calibration sessions with stakeholders and audit the auditors.

• Monitor bottom performers and initiate structured improvement plans (PIPs).

• Ensure consistent quality through variance remediation and audit capacity planning.

• Manage and mentor the Quality team, driving over 6,000+ audits per quarter.

Training & Development

• Design, lead, and deliver new hire and upskill training batches.

• Track pre-OJT and post-OJT KPIs to assess training effectiveness.

• Conduct certification programs and retraining initiatives for underperformers.

• Maintain a centralized repository of training materials and process updates.

• Support individual learning plans and collaborate with leadership for development tracks.

Reporting & Analytics

• Generate weekly, monthly, and quarterly performance reports.

• Analyze quality trends and recommend strategic interventions.

• Prepare executive-level presentations and dashboards using logical and data-driven insights.

• Own trackers related to CS processes, audits, and team performance.

Cross-functional Collaboration

• Work closely with Ops, Product, and Tech to flag quality or process gaps.

• Partner with external vendors or internal tech teams for tool evaluations.

• Drive initiatives like automation, scorecard changes, and feedback mechanisms.

Must-Have Qualifications

• 5+ years of experience in a QA and Training role, with at least 2 years in a leadership capacity.

• Exceptional verbal and written communication skills.

• Strong leadership and team mentoring capabilities.

• Highly analytical mindset with proven experience in reporting and root cause analysis.

• Proficient with QA tools, reporting platforms (Excel/Google Sheets/BI tools), and LMS or training systems.

• Proven ability to manage change, streamline processes, and build from scratch.

Nice to Have

• Experience in a fintech/startup environment.

• Exposure to tools like Freshdesk, Simplify360, or similar.

• Background in managing fun engagement activities or team building initiatives.

What You’ll Love About Bright

• A fast-paced and merit-driven culture.

• Opportunities to grow and expand into strategic functions.

• Ownership and autonomy to build and scale high-impact processes.

Collaborative, transparent, and inclusive work environment.