Head - Training and Quality

Role Overview ::

We are looking for a strategic and hands-on Head – Training & Quality to lead the Training and Quality charter across Customer Service, Collections and Lending Operations.

The role will be responsible for building a strong capability and quality ecosystem that enables consistent execution, superior customer outcomes, process adherence and regulatory compliance across the organization.

The role requires a leader who can move beyond traditional training and quality monitoring to establish a data- driven continuous improvement culture, where quality insights translate into targeted training, process improvements and measurable business outcomes.

Requirements ::

• 12–18+ years of experience, with significant experience in Training, Quality, Operations Excellence or Customer Experience.
• Experience in BFSI, fintech, digital lending, NBFC, banking or other regulated consumer businesses preferred.
• Proven experience managing Training and Quality functions at scale.
• Experience across Customer Service and/or Collections strongly preferred; exposure to lending operations would be an advantage.
• Strong understanding of contact-centre quality frameworks, training methodologies and operational processes.
• Demonstrated experience in building quality governance, RCA and continuous-improvement mechanisms.
• Strong analytical orientation with the ability to convert data into actionable business interventions.
• Experience working with senior stakeholders across Operations, Product, Risk, Compliance and Technology.
• Strong people-leadership and stakeholder-management capabilities.
• Comfortable operating in a fast-paced, high-growth fintech environment.