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 cutting-edge 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 guide

📌 Training & Quality Lead (Bengaluru)
🏢 Scapia
📍 Bengaluru