Director Content QA (Mumbai)

LRN; Mumbai; On-site; INR 3,800,000 - 7,000,000; Full time

Benefits offered by this job

Medical benefits

PTO

Competitive salary

Onsite + Remote

Job summary

LRN in Mumbai, India, invites a strategic Director- Content QA (E Learning) to lead continuous improvement across QA and delivery. You will own RCA governance, drive CAPA actions, and partner with product, onboarding, and support to eliminate recurring issues and strengthen delivery excellence at scale.

Key focus areas include reducing repeat escalations, improving CSAT, and building standardized RCA processes.

Qualifications

• Strong expertise in Root Cause Analysis methodologies (e.g., 5 Whys, Fishbone).
• 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).
• 1015+ 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 workplace.

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 identify root causes, not just symptoms.
• Drive Corrective & Preventive Actions (CAPA) and ensure actionable steps are implemented across teams.
• Cross-functional collaboration with QA, Delivery, Product, Onboarding, and Support to implement systemic fixes.
• Escalation Analysis & Trend Identification: monitor escalations and quality signals to identify patterns and risks.
• Standardization & Best Practices: build and enforce standardized RCA, documentation, and improvement tracking.
• Measure Impact: define and track metrics such as reduction in repeat escalations and CSAT improvements.
• Enablement & Training: coach teams on RCA methodologies and continuous improvement practices.
• High-Stakes Quality Oversight: own QA for high-impact, high-visibility clients and ensure top quality.

Skills

Root Cause Analysis

Cross-functional leadership

Analytical mindset

Quality assurance

Stakeholder management

Process improvement

AI/automation in QA

Leadership

Client-facing

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 Americaincluding some of the world's most respected and successful brandswe're proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

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)
• 1015+ 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 workplace

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.