Training & Quality Lead

Scapia · India

About the Company

We are a start-up in the travel credit card space, launched in June 2023, focused on reshaping the travel and payments ecosystem with innovative solutions.

About the Team

The Customer Experience (CX) Team is responsible for delivering seamless, high-quality customer interactions. We oversee operations, partner management, process excellence, training, quality assurance (QA), and workforce management (WFM) to enhance customer satisfaction. Our goal is to design, implement, and continuously improve CX processes while serving as the voice of the customer.

Role Overview

The Training & Quality Lead owns the end-to-end Training and Quality Assurance charter for our Fintech and Travel contact centre operations. On the training side, you will design, deliver, and continuously improve high-impact learning programs that equip agents with strong process knowledge, compliance understanding, soft skills, and customer-first behaviours.

On the quality side, you will define and govern QA frameworks across all customer interaction channels—voice, email, chat, social media, and BOT-assisted journeys—ensuring consistent, compliant, high-quality service delivery.

This is a senior, function-owning role that connects learning and quality into a single closed loop: QA insights drive training interventions, and training effectiveness is measured through quality and business outcomes. You will lead teams and vendor partners, leverage AI-enabled learning and analytics tools, and use methodologies like Six Sigma, Lean, and COPC to elevate customer experience while optimising operational performance.

Key Responsibilities

A. Quality Assurance

1. Quality Strategy & Governance

• Define and implement the Quality Assurance framework for all customer service channels (inbound/outbound voice, chat, email, social media, in-app BOT).
• Develop, monitor, and enforce quality policies, procedures, and audit standards to ensure consistency and compliance with regulatory and brand guidelines.
• Establish QA governance cadence — weekly, monthly, and quarterly reviews with internal teams and vendor partners.
• Own the QA Scorecard design, calibration processes, and threshold setting aligned with business goals.
• Build and manage the BOT quality monitoring framework to ensure conversational accuracy, containment, and escalation logic are working as intended.

2. Quality Monitoring & Analytics

• Oversee transactional audits and customer interaction evaluations for accuracy, empathy, compliance, and resolution quality.
• Deploy & monitor speech analytics, text analytics, and VOC insights to identify patterns and root causes driving dissatisfaction or escalations.
• Partner with Product and Tech to improve BOT response models and reduce failure points.
• Publish weekly/monthly QA insights dashboards for leadership, highlighting key trends, RCA, and recommendations.

3. BOT Quality & Automation QA

• Define and monitor BOT Quality KPIs — containment rate, customer satisfaction, escalation accuracy, and intent recognition accuracy.
• Work with conversational designers and product teams to train and validate BOT responses, ensuring alignment with brand tone and compliance standards.
• Establish a BOT testing & QA framework for new journeys and periodic audits of existing ones.
• Benchmark BOT experience metrics against human interaction quality to continuously improve automation efficacy.

4. Compliance & Risk

• Ensure adherence to RBI, PCI-DSS, and other regulatory requirements related to customer data privacy and call monitoring.
• Develop audit readiness for internal/external quality and compliance checks.
• Establish controls to mitigate operational risk related to customer handling, data capture, and escalation management.

B. Training & Capability Building

5. Training Delivery & Facilitation

• Deliver New Hire Training (NHT), refreshers, soft skills modules, process trainings, BQ/PIP interventions, and new launch training across Fintech and Travel processes.
• Manage OJT for new hires, using structured evaluations, coaching, and real-time guidance.
• Use digital training aids, interactive tools, and AI-assisted modules to enhance learner engagement.
• Conduct knowledge checks, PKTs, scenario-based simulations, and AI-enabled assessments where applicable.
• Facilitate classroom, virtual, and blended learning sessions with high engagement and clarity

6. Content Creation & Digital Learning Development

• Develop structured training materials including SOP walkthroughs, manuals, decks, demo videos, role-play scripts, and microlearning modules
• Convert process updates into crisp training content and digital learning assets suited for LMS deployment
• Work with LMS platforms to upload, track, and manage learning modules, certifications, and assessments.
• Use automation and AI-enabled authoring tools to speed up content creation and improve quality
• Keep the knowledge base updated by contributing FAQs, use-cases, and insights from training sessions

7. Knowledge Evaluation, LMS Usage & Performance Tracking

• Conduct knowledge assessments using LMS-based quizzes, automated tests, and AI-driven evaluation tools where available
• Track training completion, learner progress, and assessment scores using LMS dashboards
• Analyse results to identify knowledge gaps, training effectiveness, and improvement areas
• Support PIP and targeted coaching initiatives by designing focused refresher trainings
• Maintain structured training records, feedback logs, and improvement reports

C. Cross-Functional & Continuous Improvement (Both Functions)

8. Continuous Improvement & Process Excellence

• Lead process improvement initiatives using Six Sigma/Lean methodologies to drive efficiency, quality, and cost optimisation
• Conduct RCA for process defects and high-impact customer issues; implement CAPA (Corrective and Preventive Actions)
• Translate QA insights into targeted coaching, refresher sessions, and standardisation of best practices — closing the quality-to-training loop
• Collaborate with data teams to establish automated QA and training-tracking mechanisms, using advanced analytics to improve decision-making
• Provide inputs for SOP improvements by identifying areas where agents face complexity or informational gaps

9. Leadership & Stakeholder Management

• Lead and mentor a team of QA analysts, quality coaches, trainers, and auditors across internal and outsourced teams
• Act as the Scapia Training & Quality POC at partner centres, ensuring seamless planning and execution of daily/weekly activities
• Drive QA and training calibration sessions across internal and partner sites to ensure consistency
• Collaborate with Operations, Product, Risk, and CX leaders to align on process changes, policy updates, and customer pain points
• Manage vendor governance for outsourced contact centre partners, ensuring adherence to quality and training SLAs
• Participate in business reviews, presenting training and quality impact trends and planned improvement actions

Key Metrics / KPIs

• Quality Score & Compliance Accuracy
• CSAT/NPS Improvement linked to QA and training initiatives
• Reduction in Error Rate / Rework / Escalations
• New Hire Certification & Throughput; Training Effectiveness (pre/post scores)
• BOT Containment and Resolution Quality
• % of Processes Improved via Six Sigma/Lean projects
• Calibration Accuracy (QA vs Operations/Customer Feedback)

Required Qualifications & Experience

• Bachelor's Degree (MBA preferred) with 10+ years of experience across Training and/or Quality Management within Contact Centre / Fintech / BFSI environments.
• Proven track record of building and governing enterprise-wide QA frameworks and structured training programs
• Certified in Six Sigma (Black Belt/Green Belt) or Lean methodologies
• Strong understanding of COPC standards, customer journey analytics, and contact centre metrics (AHT, FCR, CSAT, Accuracy)
• Experience in BOT/IVR Quality Management and working knowledge of AI-driven conversational and learning tools
• Ability to use and administer LMS platforms, plus familiarity with AI/automation tools for assessments, coaching, and content creation
• Proficiency in Excel, Power BI/Tableau, speech/text analytics tools, and digital training tools.
• Strong facilitation and presentation skills with the ability to manage diverse learner and stakeholder groups
• Excellent stakeholder management, communication, and influencing skills

Preferred Attributes

• Exposure to fintech, digital banking, or credit card ecosystems
• Experience managing Training & QA across multi-partner/vendor contact centres
• Strategic thinker with the ability to balance governance with agility
• Strong analytical mindset with an eye for detail and process optimisation