Director- Content QA (E Learning)

LRN; Mumbai; Hybrid; INR 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Excellent medical benefits, including family plan

Paid Time Off (PTO) plus India public holidays

Competitive salary

Combined Onsite and Remote Work

Job summary

LRN is seeking a Director of Content QA in Mumbai, India. This strategic role focuses on driving continuous improvement across Quality Assurance and Delivery functions while ensuring exceptional quality standards for critical deliverables.

The ideal candidate will possess strong expertise in Quality Assurance with extensive experience in process excellence and leading cross-functional teams. Benefits include competitive salary, paid time off, and a combination of onsite and remote work.

Qualifications

• Strong expertise in Root Cause Analysis methodologies (e.g., 5 Whys, Fishbone, etc.).
• Proven ability to drive cross-functional initiatives and influence without authority.
• Analytical mindset with strong problem-solving skills.

Responsibilities

• Lead initiatives to identify, prioritize, and resolve recurring issues across QA and Delivery teams.
• Establish strong RCA frameworks to ensure all escalations are thoroughly analyzed.
• Ensure that actionable steps from RCAs are implemented effectively.

Skills

Root Cause Analysis methodologies

Cross-functional initiatives

Analytical mindset

Problem-solving skills

Stakeholder management

Communication skills

Process improvements

AI/automation-driven quality improvements

Education

10–15+ years of experience in QA, Delivery, Operations, or Process Excellence roles

Job description

About LRN:

LRN is the world's leading dedicated ethics and compliance SaaS company, helping more than30 million peopleevery year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world's most respected and successful brands—we're proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

Named one of Inc Magazine's 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

Position

Director- Content QA (E Learning)

Location

Mumbai, India

About the role

We are looking for a strategic and execution-focused leader to drive continuous improvement across Quality Assurance and Delivery functions. This role will be responsible for identifying systemic issues through escalations, ensuring robust Root Cause Analysis (RCA), and driving the implementation of corrective and preventive actions across teams. This is a high-impact role that goes beyond QA operations, focusing on eliminating repeat issues, improving customer experience, and strengthening delivery excellence at scale.

Responsibilities

• Own the Continuous Improvement Charter – Lead initiatives to identify, prioritize, and resolve recurring issues across QA and Delivery teams.
• RCA Governance & Excellence – Establish strong RCA frameworks to ensure all escalations are thoroughly analyzed, with clear identification of root causes (not just symptoms).
• Drive Corrective & Preventive Actions (CAPA) – Ensure that actionable steps from RCAs are implemented effectively across relevant teams and functions.
• Cross-functional Collaboration – Partner with QA, Delivery, Product, Onboarding, and Support teams to drive systemic fixes and process improvements.
• Escalation Analysis & Trend Identification – Monitor customer escalations and internal quality signals to identify patterns, risks, and improvement opportunities.
• Standardization & Best Practices – Build and enforce standardized processes for RCA, documentation, and improvement tracking.
• Measure Impact – Define and track success metrics such as reduction in repeat escalations, improvement in CSAT, and operational efficiency gains.
• Enablement & Training – Coach teams on RCA methodologies, quality standards, and continuous improvement practices.
• High-Stakes Quality Oversight – Directly own and execute Quality Assurance for select high-impact, high-visibility clients, ensuring exceptional quality standards and acting as the final gatekeeper for critical deliverables.

Qualifications

• Strong expertise in Root Cause Analysis methodologies (e.g., 5 Whys, Fishbone, etc.)
• Proven ability to drive cross-functional initiatives and influence without authority
• Analytical mindset with strong problem-solving skills
• Experience in quality assurance, delivery operations, or process excellence
• Strong stakeholder management and communication skills
• Ability to translate insights into scalable process improvements
• Familiarity with AI/automation-driven quality improvements (preferred)
• 10–15+ years of experience in QA, Delivery, Operations, or Process Excellence roles across multiple organizations
• Demonstrable experience of building QA functions from scratch
• Demonstrable experience of improving and transforming QA function leading to a year-on-year defect reduction
• Prior experience in a leadership role driving performance through transformational or continuous improvement initiatives
• Experience in a client-facing or customer-impacting environment

Benefits

• Excellent medical benefits, including family plan
• Paid Time Off (PTO) plus India public holidays
• Competitive salary
• Combined Onsite and Remote Work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.