like other things at faff, we do JDs differently. we feel exceptional people care deeply about their work, and therefore, we think deeply about what we write here.
building in consumer-tech is a lot like falling in love; slowly at first, then all at once.
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this position is responsible for driving learning and development of new hire talent, on-the-job learning as well conducting refreshers for tenured audience. at faff, our operations team are the backbone of the company. as a training & quality manager, you will be responsible for ensuring that every operations team member is trained to deliver excellent customer service and execute tasks efficiently, accurately, and empathetically.
this is a hands-on role where you will design training programs, document evolving processes, train new joiners, assess performance, and coach team members to continuously improve. you will work closely with the operations managers and founding team to translate fast-changing processes into clear SOPs and practical training modules. as a role-model and expert on product and processes, you will partner with multiple teams within the organisation to deliver the best in class training suite for faff.
if you enjoy teaching, building structure in high speed environments, and helping people grow, this role will give you direct ownership and visible impact.
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- own end-to-end onboarding for operations team members
- conduct structured training sessions covering task execution, tools, communication, and customer service
- create a world class 2-week bootcamps to ramp up training for new members </aside>
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- track training effectiveness using quality and performance metrics
- improve training formats (live sessions, documents, role plays, quizzes)
- help build scalable training systems as the team grows </aside>
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- document SOPs for common and complex task categories (appointments, vendors, escalations, follow-ups, etc.)
- continuously update SOPs as processes evolve
- work with ops managers to convert real execution learnings into training material </aside>
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- 3–6 years of work experience
- prior experience in training, quality, people management, operations, or customer service
- strong understanding of what good customer service looks like in practice
- ability to explain complex processes clearly and patiently
- comfortable creating documentation, SOPs, and structured learning material
- high ownership — able to work independently in a fast-changing environment
- strong communication skills (verbal and written)
Nice to have
- experience in service operations, hospitality, call centre quality, or EA teams
- experience training fresh graduates or entry-level hires
- exposure to quality audits or performance tracking </aside>
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👤 position: training & quality manager
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🏢 dept: operations
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📍location: bangalore (hsr layout)
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⏳ experience: 3-6 years
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