Assistant Manager - Training & Quality (Merchant Onboarding & Customer Success)
Job type: Full Time · Department: Training & Quality · Work type: On‐Site
Bellandur, Karnataka, India
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.
Strong data skills (advanced Excel/Sheets, dashboarding) and excellent written English, since you'll be auditing merchant‐facing communication.
Structured problem‐solving (RCA, five‐whys, CAPA) and comfort holding a defensible, data‐backed position.
Good to have: Six Sigma Green Belt or a training/facilitation certification; hands‐on exposure to AI/automation in quality or support (auto‐QA, conversation analytics, LLM agent‐assist); familiarity with Freshdesk/JIRA/Salesforce and screening tools; SQL or BI tools; experience supporting internal or regulatory audits.
Success Metrics:
Audit coverage and TAT held within defined SLAs across both functions.
Month‐on‐month reduction in error rate and fatal/zero‐tolerance defects by parameter and process stage.
Training effectiveness: certification pass rate, time‐to‐productivity for current hires, and measurable pre‐vs post‐training quality‐score uplift.
RCA‐to‐closure rate — corrective actions closed on time, with recurrence trending down.
Delivery of improvement projects with a documented, measurable delta in CSAT, TAT, first‐contact‐resolution or rejection rate.
Zero critical compliance/regulatory findings attributable to onboarding quality gaps.
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📌 Full Time • On-Site (Western Australia)
🏢 Neara
📍 Western Australia