Job Title : Quality Assurance Lead - Fintech/Travel Contact Centre

Location : Bangalore

Department : Customer Experience

Years of experience : 10+ years

About the Company:

We are a start-up in the travel credit card space, launched in June 2023, focused on reshaping the travel and payments ecosystem with innovative solutions.

About the Team:

The Customer Experience (CX) Team is responsible for delivering seamless, high-quality customer interactions. We oversee operations, partner management, process excellence, training, quality assurance (QA), and workforce management (WFM) to enhance customer satisfaction. Our goal is to design, implement, and continuously improve CX processes while serving as the voice of the customer.

Role Overview:

- The QA Lead/Manager will be responsible for driving and governing all aspects of Quality Assurance across customer interaction channels-voice, email, chat, social media, and BOT-assisted journeys-within a fast-paced fintech travel contact centre environment. This role ensures high-quality service delivery through structured quality frameworks, data-driven insights, and continuous process improvements using methodologies like Six Sigma, Lean, and COPC.

- The ideal candidate will have deep experience in quality governance, analytics-driven improvement, and automation quality management, with the ability to collaborate cross-functionally to elevate the customer experience while optimising operational performance.

Key Responsibilities:

1. Quality Strategy & Governance

- Define and implement the Quality Assurance framework for all customer service channels (inbound/outbound voice, chat, email, social media, in-app BOT).

- Develop, monitor, and enforce quality policies, procedures, and audit standards to ensure consistency and compliance with regulatory and brand guidelines.

- Establish QA governance cadence - weekly, monthly, and quarterly reviews with internal teams and vendor partners.

- Own the QA Scorecard design, calibration processes, and threshold setting aligned with business goals.

- Build and manage the BOT quality monitoring framework to ensure conversational accuracy, containment, and escalation logic are working as intended.

2. Quality Monitoring & Analytics

- Oversee transactional audits and customer interaction evaluations for accuracy, empathy, compliance, and resolution quality.

- Deploy & monitor speech analytics, text analytics, and VOC insights to identify patterns and root causes driving dissatisfaction or escalations.

- Partner with Product and Tech to improve BOT response models and reduce failure points.

- Publish weekly/monthly QA insights dashboards for leadership, highlighting key trends, RCA, and recommendations.

3. Continuous Improvement & Process Excellence

- Lead process improvement initiatives using Six Sigma/Lean methodologies to drive efficiency, quality, and cost optimisation.

- Conduct RCA (Root Cause Analysis) for process defects and high-impact customer issues; implement CAPA (Corrective and Preventive Actions).

- Partner with Training, Design and Operations teams to close QA gaps through targeted coaching, refresher sessions, and standardisation of best practices.

- Collaborate with data teams to establish automated QA tracking mechanisms and use advanced analytics to improve decision-making.

4. BOT Quality & Automation QA

- Define and monitor BOT Quality KPIs - containment rate, customer satisfaction, escalation accuracy, and intent recognition accuracy.

- Work with conversational designers and product teams to train and validate BOT responses, ensuring alignment with brand tone and compliance standards.

- Establish a BOT testing & QA framework for new journeys and periodic audits of existing ones.

- Benchmark BOT experience metrics against human interaction quality to continuously improve automation efficacy.

5. Stakeholder Management

- Drive QA calibration sessions across internal and partner sites to ensure consistency.

- Collaborate with Operations, Product & Training teams to translate QA insights into actionable improvements.

- Manage vendor QA governance for outsourced contact centre partners, ensuring adherence to quality SLAs and compliance standards.

6. Compliance & Risk

- Ensure adherence to RBI, PCI-DSS, and other regulatory requirements related to customer data privacy and call monitoring.

- Develop audit readiness for internal/external quality and compliance checks.

- Establish controls to mitigate operational risk related to customer handling, data capture, and escalation management.

Key Metrics / KPIs:

- Quality Score & Compliance Accuracy

- CSAT/NPS Improvement linked to QA initiatives

- Reduction in Error Rate / Rework / Escalations

- BOT Containment and Resolution Quality

- % of Processes Improved via Six Sigma/Lean projects

- Calibration Accuracy (QA vs Operations/Customer Feedback)

Required Qualifications & Experience:

- Bachelor's Degree (MBA preferred) with 10-15 years of experience in Quality Management within Contact Center / Fintech / BFSI environments.

- Proven track record of implementing and governing enterprise-wide QA frameworks.

- Certified in Six Sigma (Black Belt/Green Belt) or Lean methodologies.

- Strong understanding of COPC standards, customer journey analytics, and contact centre metrics.

- Experience in BOT/IVR Quality Management and working knowledge of AI-driven conversational tools.

- Proficiency in Excel, Power BI/Tableau, and speech/text analytics tools.

- Excellent stakeholder management, communication, and influencing skills.