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Aspora is a borderless financial operating system founded in 2022, backed by Sequoia Capital, Greylock Partners, and Y Combinator. The company serves people on the move with transparent, mobile-first banking solutions across India, UK, UAE, EU, and US.
As Training & Quality Lead, you will own the end-to-end learning and quality assurance function for Aspora's customer experience operation. This is a strategic, high-ownership role bridging people development and operational excellence in a fast-scaling fintech.
Training Responsibilities:
- Design and continuously improve the complete training lifecycle: onboarding, product training, process training, soft skills, compliance, and refresher programs
- Develop diverse training content including SOPs, scripts, e-learning modules, role-plays, and assessments aligned to product and regulatory updates
- Manage new hire induction and certification programs ensuring readiness before customer handling
- Conduct Training Needs Analysis using quality audit data, CSAT trends, and ORM signals from Locobuzz
- Build capability maps for CX teams and design Individual Development Plans for high-potential agents
- Evaluate training effectiveness through knowledge checks, post-training assessments, and 30-60-90 day performance tracking
Quality Governance Responsibilities:
- Own and evolve the Quality Evaluation Framework across voice, chat, email, and digital channels
- Drive calibration sessions with Quality Auditors, team leaders, and operations managers
- Review audit findings and translate patterns into coaching interventions, process fixes, and training sprints
- Publish monthly T&Q scorecards covering quality scores, training completion, certification rates, and improvement trends
- Partner with compliance and legal teams to embed regulatory requirements into quality frameworks
- Define and track KPIs for the Quality Auditor team via Kapture
People Management:
- Manage, mentor, and develop the Quality Auditor team with performance goals, 1:1s, and appraisal reviews
- Build a culture of continuous improvement: celebrate wins, address gaps early, create growth pathways
- Define team SOPs, audit playbooks, and knowledge repositories
- Identify and groom high-potential team members for expanded responsibilities
- Act as strategic partner to Operations, Product, and CX leadership
- Represent T&Q function in business reviews, regulatory audits, and governance forums
Required Experience:
- 4–8 years in Training & Quality in fintech, BFSI, or banking with 2–3 years managing a QA or training team
- Proven ability to design and execute training programs in regulated financial services
- Strong command of quality frameworks, calibration methodology, and root-cause analysis
- Hands-on experience with Kapture and Locobuzz; familiarity with LMS platforms (Moodle, Cornerstone)
- Data-driven approach with Excel, PowerPoint, and QA MIS reporting proficiency
- Excellent communication, facilitation, and stakeholder management skills
- Strong knowledge of RBI guidelines on customer service, grievance redressal, and BFSI compliance
- Graduate or Postgraduate degree in relevant discipline
Nice-to-Have:
- Power BI for quality reporting and dashboards
- MBA or certifications in L&D, CPLP, Six Sigma, or ISO 9001
- Startup or high-growth fintech experience
- Cross-border or NRI banking products and compliance knowledge
Success Metrics:
- New hire readiness score and time-to-productivity
- Training completion and certification rates
- Overall Quality Score and floor-level trends
- Post-training performance improvement at 30/60/90 days
- Fatal error rate and compliance breach frequency
- CSAT and NPS correlation with quality scores
