Training & Quality Lead

People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users.

Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital. We're a team of 150+ across India, the UK, the UAE, EU and the US, working with extreme ownership, radical candour, and an obsession with customer impact.

We celebrate builders who question assumptions, ship fast, and turn regulatory complexity into elegant solutions. If you’re driven to redefine what global banking can be, we’d love to build the future with you.

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.

This is a high-ownership role for someone who thrives at the intersection of data, people, and process — and wants to shape what great looks like in a fast-scaling fintech.

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  Design, own, and continuously improve the end-to-end training lifecycle: onboarding, product training, process training, soft skills, compliance, and refresher programs.

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  Develop training content including SOPs, scripts, e-learning modules, role-plays, and assessments aligned to product and regulatory updates.

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  Manage new hire induction and certification programs to ensure readiness before live customer handling.

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  Conduct Training Needs Analysis (TNA) in partnership with quality audit data, CSAT trends, and ORM signals from Locobuzz.

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  Build capability maps for CX teams and design Individual Development Plans (IDPs) for high-potential agents.

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  Evaluate training effectiveness through knowledge checks, post-training assessments, and 30-60-90 day performance tracking.

• Own and evolve the Quality Evaluation Framework (QEF) across all interaction channels — voice, chat, email, and digital.

• Drive calibration sessions with Quality Auditors, team leaders, and operations managers to maintain scoring consistency.

• Review audit findings and translate patterns into structured coaching interventions, process fixes, and training sprints.

• Publish monthly T&Q scorecards for leadership covering quality scores, training completion, certification rates, and improvement trends.

• Partner with compliance and legal teams to embed regulatory requirements into QEF parameters and training content.

• Define and track KPIs for the Quality Auditor team — audit throughput, calibration accuracy, and coaching effectiveness — via Kapture.

• Manage, mentor, and develop the Quality Auditor team — set individual performance goals, conduct regular 1:1s, and run periodic appraisal reviews.

• Build a culture of continuous improvement within the team: celebrate wins, address performance gaps early, and create growth pathways for auditors.

• Define team-level SOPs, audit playbooks, and knowledge repositories to ensure standardisation and reduce key-person dependency.

• Identify and groom high-potential team members for expanded responsibilities within the T&Q function.

• Act as a strategic partner to Operations, Product, and CX leadership on quality and capability roadmaps.

• Represent the T&Q function in business reviews, regulatory audits, and internal governance forums.

• 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.

• Excellent communication, facilitation, and stakeholder management skills.

• Strong knowledge of RBI guidelines on customer service, grievance redressal, and BFSI compliance norms.

• Graduate or Postgraduate degree in a relevant discipline.

• Exposure to Power BI for quality reporting and dashboards.

• MBA or certifications in L&D, CPLP, Six Sigma, or ISO 9001.

• Prior experience in a startup or high-growth fintech environment.

• Familiarity with cross-border or NRI banking products and compliance nuances.

• New hire readiness score and time-to-productivity

• Training completion and certification rate across teams

• Overall Quality Score (monthly average) and floor-level trends

• Post-training performance improvement (30/60/90 days)

• Fatal error rate and compliance breach frequency

• CSAT and NPS correlation with quality scores