Assistant Manager – Training & Quality

You can become a part of …

… a truly aspirational brand, one of India’s fastest growing fintech companies that offers a range of financial services & products for merchants, kirana store owners and end consumers. Valued at over $2.8 Bn within a short span of 3+ years, we focus on empowering small business owners and retailers with business ranging from QR & PoS payments to easy loans to high-yield investment products which in turn enables them to grow and transform. We understand that business and culture are two sides of the same coin. So, alongside business, we are equally focused on building a culture where employees succeed unconditionally.

We believe we are in an ever-evolving space with immense opportunity to build for Bharat! Our people will enable this journey with their ideas, innovations and capabilities. We value diversity, where we encourage different points of view, ways of thinking, new capabilities to strengthen and improve the lives of our customers. And that is not all, we have a lot of fun while we explore new ideas, solve real problems, collaborate, connect — and we do it all together.

Connect with us over social media, coffee or call. We promise to excite you with an opportunity that will “change the game”!

In this role, you have the opportunity to …

 Be a part of the team building the definitive financial services platform for the consumer community in India.

 Be responsible for developing & growing one of the first successful implementations of lending based on velocity-led underwriting in this part of the world.

 To straddle zero-to-one experiments and expanding the scope of proven projects as we focus on blitz scaling our revenue growth.

 Drive capability building across the Collections function through structured training programs.

 Improve collection quality, compliance, and customer experience by implementing robust quality assurance processes.

 Collaborate with internal stakeholders and collection partners to enhance agent performance and ensure adherence to regulatory and organizational guidelines.

 Contribute to continuous process improvement by identifying training needs and quality gaps.

Responsibilities will include …

Functional Expertise

 Conduct training sessions across multiple functions and geographical areas

 Monitor and update training programs and training content to ensure that they are effective and up-to-date.

 Proactively stays updated with RBI lending and collection guidelines.

 Collaborate proactively on content and enhancement of learner materials by providing feedback and curriculum development.

 Plan and execute training workshops and projects to monitor and groom poor performing team members/vendors.

 Ensure the delivery of formal and informal training via variety of methods include: Classroom, virtual classroom, webinar, huddle, e-learning coaching.

 Frequent monitoring of calls to ensure standard Call Quality.

 Identify training needs through quality audits, escalations, and performance trends.

 Prepare training content, SOPs, knowledge assessments, and training reports.

 Track training effectiveness and quality KPIs, and recommend improvement initiatives.

 Monitor and review the calling scripts basis segment and bucket.

Interaction

 Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.

 Coordinate with external collection agencies for training and quality initiatives.

 Present quality insights and training outcomes to management through periodic MIS.

Problem solving

 Devise and establish quality procedures, standards and specifications for the Tele collections and field collection process.

 Define SOPs for Vendors and Call Centers for adherence to Quality parameters.

 Develop action plans to address process gaps and enhance training effectiveness.

 Resolve operational quality issues through coaching, process improvements, and stakeholder collaboration.

 Ensure minimal to zero escalations by conducting weekly Quality audits for Vendors and call centers.

To succeed in the role

Impact

 Creating training solutions for Field and Tele collections teams / agencies

Challenges & Decisions

 Working in a highly fast paced, challenging & competitive landscape

Qualification & Experience (type & industry)

 Graduate or post-graduate

 2–5 years of experience in Collections, Training, Quality within Banking, NBFC, FinTech, or Financial Services.

 Experience in collection operations, quality monitoring, or training delivery is preferred.

Skills & know-how

 Strong communication and presentation skills.

 High degree of understanding of collections process and products

 Quality monitoring and feedback coaching.

 Proficiency in MS Excel and PowerPoint.

 People Management skills

Behaviors

 A curious mind and a mastery over understanding the product deeply

 Ability to influence and coach teams effectively.

 Proactive and solution-oriented approach.

 Strong execution capabilities and rigor – you are not afraid to get your hands dirty, are detail oriented and stay on top of things to ensure you deliver consistently