About Job

Own the quality and training engine for Merchant Onboarding (KYC, due diligence, activation) and Customer Success (email, ticket, voice). This is not audit administration — it's finding why errors happen, fixing the process or capability behind them, and proving the fix in next month's numbers. A hands-on role: run audits yourself, coach agents directly, and lead a small team of quality analysts and trainers.

Key Responsibilities:

●      Quality & Governance:  Own the audit cycle across both functions — sampling, calibration, QMS scorecards, RCAs on escalations and defects, and audit-the-auditor checks — plus the SOP library and its compliance with KYC/AML/PMLA and RBI guidelines, escalating systemic gaps to Risk & Compliance.

●      Training & Capability:  Run the full learning lifecycle — induction, certification, refresher and remedial coaching — and build/maintain training content and the knowledge base; track effectiveness via pass rates, time-to-productivity, and pre-/post-training quality scores.

●      AI & Process Improvement:  Identify automation opportunities (auto-QA, speech/text analytics, LLM-assisted drafting, agent-assist) and govern the quality of AI-assisted output; convert audit/RCA data into prioritised process and product fixes, running improvement projects end to end.

●      People & Stakeholders:  Manage a team of quality analysts and trainers; partner with Ops, Risk, Compliance, Product and Engineering; represent quality findings in business reviews with evidence and a recommendation.

What We're Looking For:

●      4–5 years in quality, training or process excellence, including 1–2 years leading a team or workstream, ideally in merchant onboarding, KYC/AML and customer support (fintech, payments, banking, NBFC or marketplace).

●      Demonstrated ownership of a QMS/audit framework (scorecard design, weightage decisions) and working knowledge of KYC/AML and relevant regulatory expectations.

●      Strong data skills (advanced Excel/Sheets, dashboarding) and excellent written English, since you'll be auditing merchant-facing communication.

●      Structured problem-solving (RCA, five-whys, CAPA) and comfort holding a defensible, data-backed position.

●      Good to have: Six Sigma Green Belt or a training/facilitation certification; hands-on exposure to AI/automation in quality or support (auto-QA, conversation analytics, LLM agent-assist); familiarity with Freshdesk/JIRA/Salesforce and screening tools; SQL or BI tools; experience supporting internal or regulatory audits.

Success Metrics:

●      Audit coverage and TAT held within defined SLAs across both functions.

●      Month-on-month reduction in error rate and fatal/zero-tolerance defects by parameter and process stage.

●      Training effectiveness: certification pass rate, time-to-productivity for new hires, and measurable pre- vs post-training quality-score uplift.

●      RCA-to-closure rate — corrective actions closed on time, with recurrence trending down.

●      Delivery of improvement projects with a documented, measurable delta in CSAT, TAT, first-contact-resolution or rejection rate.

●      Zero critical compliance/regulatory findings attributable to onboarding quality gaps.