Head - Training and Quality

Moneyview; Bengaluru South; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Moneyview in Bengaluru seeks a strategic Head – Training & Quality to steer the Training and Quality charter across Customer Service, Collections and Lending Operations. The role builds a robust capability and quality ecosystem to ensure consistent execution, superior customer outcomes, process adherence, and regulatory compliance.

The ideal candidate moves beyond traditional training to establish data-driven continuous improvement, translating quality insights into targeted training, process

Qualifications

• 12–18+ years of experience in Training, Quality, Operations Excellence or Customer Experience.
• Experience in BFSI, fintech, digital lending, NBFC, banking or other regulated consumer businesses preferred.
• Proven experience managing Training and Quality functions at scale.
• Experience across Customer Service and/or Collections strongly preferred; exposure to lending operations would be an advantage.
• Strong understanding of contact-centre quality frameworks, training methodologies and operational processes.
• Demonstrated experience in building quality governance, RCA and continuous-improvement mechanisms.
• Strong analytical orientation with the ability to convert data into actionable business interventions.
• Experience working with senior stakeholders across Operations, Product, Risk, Compliance and Technology.
• Strong people-leadership and stakeholder-management capabilities.
• Comfortable operating in a fast-paced, high-growth fintech environment.

Responsibilities

• Lead the Training & Quality charter across Customer Service, Collections and Lending Operations.
• Build a capability and quality ecosystem for consistent execution and regulatory compliance.
• Drive data-driven continuous improvement, translating quality insights into training and process improvements.
• Collaborate with senior stakeholders to shape governance and measurable business outcomes.

Skills

Leadership

Stakeholder management

Analytical mindset

Data-driven decision making

Job description

We are looking for a strategic and hands-on Head – Training & Quality to lead the Training and Quality charter across Customer Service, Collections and Lending Operations.

The role will be responsible for building a strong capability and quality ecosystem that enables consistent execution, superior customer outcomes, process adherence and regulatory compliance across the organization.

The role requires a leader who can move beyond traditional training and quality monitoring to establish a data- driven continuous improvement culture, where quality insights translate into targeted training, process improvements and measurable business outcomes.

Requirements ::

• 12–18+ years of experience, with significant experience in Training, Quality, Operations Excellence or Customer Experience.
• Experience in BFSI, fintech, digital lending, NBFC, banking or other regulated consumer businesses preferred.
• Proven experience managing Training and Quality functions at scale.
• Experience across Customer Service and/or Collections strongly preferred; exposure to lending operations would be an advantage.
• Strong understanding of contact-centre quality frameworks, training methodologies and operational processes.
• Demonstrated experience in building quality governance, RCA and continuous-improvement mechanisms.
• Strong analytical orientation with the ability to convert data into actionable business interventions.
• Experience working with senior stakeholders across Operations, Product, Risk, Compliance and Technology.
• Strong people-leadership and stakeholder-management capabilities.
• Comfortable operating in a fast-paced, high-growth fintech environment.