Training and Quality Lead

PeepalCo is a canopy for brands serving India with tailored wealth-tech products Making Money Equal for All. Founded by Ashish Singhal Govind Soni and Vimal Sagar Tiwari PeepalCos products include CoinSwitch and Lemonn. The Group is backed by blue-chip investors including Andreessen Horowitz (a16z) Tiger Global Peak XV Partners (formerly Sequoia Capital India) Ribbit Capital Paradigm and Coinbase Ventures.

PeepalCo is the brand name for our Group entity and will house all our wealth-tech brands. The largest of our brands CoinSwitch Lemonn will be housed under PeepalCo. For more information visit: For media queries contact:

What You Will Do:

• Design & Deliver Training: Create and facilitate onboarding programs for new hires and upskill sessions for existing staff on new product features financial regulations and soft skills

• Training Needs Identification (TNI): Actively monitor the performance of trainees and tenure agents on the floor to identify knowledge gaps. You wont just wait for mistakes to happen; you will proactively diagnose where the team needs help

• Content Development (T&KB): Design well-organized training modules and Knowledge Base (KB) articles. You will ensure all content has clearly identified SMART objectives catering to a diverse range of learner skill levels

• New Product/Feature Launch Readiness: Create and maintain SOPs FAQs Chatbot flows and Email templates. You will ensure all agents receive proper timely updates and training for every new product launch or feature update

• Quality Auditing: Perform regular evaluations of customer interactions (tickets chats and calls) against our Quality Assurance (QA) framework.

• Data Analysis & Reporting: Use Excel to track performance trends. You wont just report numbers but also will also share the RCA and POA when needed

• Feedback & Coaching: Conduct 1:1 coaching sessions with agents to provide actionable feedback turning QA scores into professional growth

• Process Improvement: Identify common customer friction points and work with the Head of Support to update Internal Knowledge Base (IKB) articles and standard operating procedures (SOPs)

• Stakeholder & Vendor Management: Effectively manage internal stakeholders (Product Compliance Engineering) and external vendors to accomplish a shared business vision. You will be the bridge that ensures everyone is aligned on quality standards
  
  

What You Should Have:

• Experience: Minimum of 2-3 years of experience in Training or Quality domain preferably within a fast-paced service environment

• Analytical Skills: Strong Excel skills needed. You should be comfortable turning raw data into a clear health report for the team

• Communication Mastery: Exceptional verbal and written English. You must be able to explain complex financial concepts simply professionally and warmly

• Fintech Intuition: A high level of attention to detail. You understand that in fintech a small typo can mean a big compliance risk

• Compliance Mindset: A zero-tolerance approach to hygiene and security lapses. You understand the gravity of financial data protection

• Adaptability: Experience working in a startup or rapidly changing environment where processes are constantly evolving

Why This Role Matters:

Reporting directly to the Head of Customer Support you will help shape the user experience delivery standard. Your work will positively impact our Customer Satisfaction (CSAT) and First Contact Resolution (FCR) rates making you a vital player in our companys and teams growth

Life at PeepalCo

We take great pride in what we do and are committed to our mission. And we have a lot of fun while at it!

Heres how we do things at PeepalCo:

• Customer-first: Thats the North Star. Everything we do is to make our users investment experience better and simplified.

• Ownership: We dont sport lab coats but we experimenta lot. And we take ownership. We even have a catchphrase for this: Think big fail fast and build better.

• Data-driven: The source of truth. Simple as that.

• Fun: PS5 anyone Or do you prefer Foosball Or perhaps Carrom And yes our HR team has a whole list of activities: Disco nights offsites gift boxes and more!
  
  

Speaking of lists the perks and benefits are so extensive this space isnt enough. Here are a few:

• Parenthood: Up to 8 months of Maternity leave and 1 month of Paternity leave

• Gender Reassignment Surgery: Be the best version of you! Well support you and reimburse your medical bill.
  
  

Disclaimer: We are an equal opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce