Assistant Manager - Training & Quality (Merchant Onboarding & Customer Success)

Cashfree Payments
India
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 4-5 yearsSkills: ["Ownership","Data-backed decision-making","Structured problem-solving","Stakeholder management","Written communication"]

Own the quality and training engine for merchant onboarding (KYC, due diligence, activation) and customer success across email, ticket, and voice. Lead the audit cycle, calibration, QMS scorecards, and RCA/CAPA on escalations and defects while ensuring SOP compliance with KYC/AML and RBI/PMLA expectations. Run end-to-end learning programs, measure effectiveness, and drive AI + process improvements using audit data to deliver measurable gains in error rate and quality.

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FursaFursa
Cashfree Payments
Cashfree Payments
20 hours ago

Assistant Manager - Training & Quality (Merchant Onboarding & Customer Success)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own the quality and training engine for merchant onboarding (KYC, due diligence, activation) and customer success across email, ticket, and voice. Lead the audit cycle, calibration, QMS scorecards, and RCA/CAPA on escalations and defects while ensuring SOP compliance with KYC/AML and RBI/PMLA expectations. Run end-to-end learning programs, measure effectiveness, and drive AI + process improvements using audit data to deliver measurable gains in error rate and quality.
Location: India
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own the audit cycle across merchant onboarding and customer success, including sampling, calibration, QMS scorecards, RCAs on escalations/defects, and audit-the-auditor checks.
  • •Ensure SOP library compliance with KYC/AML/PMLA and RBI guidelines, escalating systemic gaps to Risk & Compliance.
  • •Run the learning lifecycle (induction, certification, refresher, remedial coaching) and build/maintain training content and the knowledge base; measure effectiveness via pass rates and quality score changes.
  • •Identify AI and automation opportunities for quality and govern AI-assisted output quality; convert audit/RCA data into prioritized process/product fixes and deliver improvement projects end to end.
  • •Manage a team of quality analysts and trainers; partner with Ops, Risk, Compliance, Product, and Engineering; present findings and recommendations in business reviews with evidence.

Key Requirements

  • •4–5 years in quality, training, or process excellence, including 1–2 years leading a team or workstream (ideally merchant onboarding/KYC-AML/customer support in fintech/payments/banking/NBFC/marketplace).
  • •Ownership of a QMS/audit framework (scorecards, weightage decisions) and working knowledge of KYC/AML and relevant regulatory expectations.
  • •Strong data skills (advanced Excel/Sheets and dashboarding) and excellent written English for auditing merchant-facing communication.
  • •Structured problem-solving using RCA, five-whys, and CAPA, with comfort presenting defensible, data-backed positions.
  • •Good to have: Six Sigma Green Belt or training/facilitation certification; hands-on AI/automation exposure in quality/support; familiarity with Freshdesk/JIRA/Salesforce; SQL/BI tools; internal/regulatory audit experience.
Experience:4-5 yearsFintechPaymentsBankingNBFCMarketplaceCustomer supportMerchant onboardingKYCAML
Skills:OwnershipData-backed decision-makingStructured problem-solvingStakeholder managementWritten communication
Certifications:Six Sigma Green Belt
Languages:English
Tech Stack:KYCAMLPMLARBI guidelinesQMSSOP libraryQMS scorecardsRCACAPAExcelSheetsDashboardingFreshdeskJIRASalesforceSQLBI toolsAuto-QASpeech/text analyticsLLM-assisted drafting

Company Brief

Cashfree Payments
Provides payment gateway and payouts infrastructure for businesses, enabling online payments, vendor disbursements, and recurring collections. Serves merchants with APIs, checkout tools, banking integrations, and payment processing across cards, UPI, net banking, and wallets.
Industry: Payments
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Bengaluru, India
Founded: 2015
WebsiteLinkedIn