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.
● Solid data skills (advanced Excel/Sheets, dashboarding) and excellent

📌 Assistant Manager (Bellandur)
🏢 Cashfree Payments India
📍 Bellandur