Assistant Manager - Training & Quality (Merchant Onboarding & Customer Success)

Cashfree Payments; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Cashfree Payments in Bengaluru is seeking a hands-on Quality & Training Lead to own the quality and training engine for Merchant Onboarding and Customer Success. You will audit, coach agents directly, and lead a small team of quality analysts and trainers.

You will drive QMS and the full training lifecycle, and identify automation opportunities while governing AI-assisted outputs; collaborate with Ops, Risk, Compliance, Product and Engineering to accelerate improvements.

Qualifications

• 4–5 years in quality, training or process excellence.
• 1–2 years leading a team or workstream.
• Experience in merchant onboarding, KYC/AML and customer support (fintech/payments/banking/NBFC).
• Strong data skills (Excel/Sheets) and excellent written English.
• Six Sigma Green Belt or related cert; exposure to AI/automation in quality or support (auto-QA, analytics).
• familiarity with Freshdesk/JIRA/Salesforce and screening tools; SQL/BI tools.

Responsibilities

• Own the audit cycle across both functions with sample checks, scorecards and RCAs.
• Run the full learning lifecycle: induction, certification, refresher and coaching.
• Identify automation opportunities and govern AI-assisted outputs; drive end-to-end improvement projects.
• Lead and coach a small team of quality analysts and trainers; partner with Ops, Risk, Compliance, Product and Engineering.

Skills

Quality management

Training

Process improvement

Team leadership

Data analysis

Tools

Freshdesk

JIRA

Salesforce

SQL

BI tools

Job description

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 new 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.