Training And Quality Manager

About us

Founded by IIT Bombay and IIT Delhi graduates, backed by Nexus Venture Partners, faff is an early-stage consumer-tech company based out of HSR, Bangalore. We are building an affordable human + AI personal assistant service that helps busy working professionals save time and mental space by delegating everyday chores.

Our service is powered by a high-performing operations team that executes hundreds of different real-world tasks daily, from doctor appointments to home services to complex coordination problems. As we scale, we’re building an operations team that needs to be trained on SOPs and systems.

Role Description

This position is responsible for driving learning and development of new hire talent, on-the-job learning as well as conducting refreshers for the 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 the founding team to translate fast-changing processes into clear SOPs and practical training modules. As a role-model and expert on products 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.

Qualifications

1. 3–6 years of work experience
2. Prior experience in training, quality, people management, operations, or customer service
3. Strong understanding of what good customer service looks like in practice
4. Ability to explain complex processes clearly and patiently
5. Comfortable creating documentation, SOPs, and structured learning material
6. High ownership — able to work independently in a fast-changing environment
7. Strong communication skills (verbal and written)

Nice to have

1. Experience in service operations, hospitality, call centre quality, or EA teams
2. Experience training fresh graduates or entry-level hires
3. Exposure to quality audits or performance tracking