Job Description

About us:

Cashfree is a leading payments and API banking solutions company. We provide full-stack payments solutions enabling businesses in India to collect payments and make payouts via all available methods with a simple integration. Cashfree's offerings include an advanced and easy way to integrate payment gateway, a split payment solution for marketplaces, bank account verification API and Auto Collect - a virtual account solution to match inbound payments to customers.

Founded by IIIT Hyderabad alumnus Akash Sinha and IIT Kharagpur graduate Reeju Datta, www.cashfree.com is among the leading payment service providers in India processing transactions worth USD 20 Billion annually. We have leveraged technology to lead payment disbursals in India with more than 50% market share among payment processors. Cashfree enables more than 1,00,000 businesses with payment collections, vendor payouts, wage payouts, bulk refunds, expense reimbursements, loyalty and rewards. Apart from India, Cashfree's products are used in eight other countries including USA, Canada and UAE. Cashfree is backed by Silicon Valley investor Y Combinator, Apis Partners, State Bank of India (SBI) and was incubated by PayPal.

Cashfree is currently used by over 100,000 businesses for vendor payouts, wage payouts, build refunds, expense reimbursements, loyalty, and rewards. Some of its notable customers include Dunzo, Xiaomi, Tencent, Delhivery, Zomato, Cred, Club Factory, and ExxonMobil.

We are looking for a Customer Experience professional who can manage the quality function for our customer success team.

Roles & Responsibilities :

- Responsible for the entire quality audit framework and continuous improvement

- Manage transactional quality & RCA

- Identifying gaps in team performance and drive initiatives to improve quality and efficiency

- Manage team scorecard

- Measuring the impact of the quality programs by maintaining dashboards & monitoring reports on regular basis

- Coordinate with the cross-functional teams to identify the knowledge gaps & create programs to address the same

Required Skills :

- Overall 6-8 years of experience in Customer Success, out of which at least 4 yrs in quality function

- Green belt certified and have sound knowledge on lean concepts

- Experience is conducting RCA and CAPA

- Excellent communication skills and Stakeholder management

- Knowledge of data analysis and statistical methods

Good to have :

- Experience in FinTech / Technology organizations

- Experience in startup ecosystem or a product/Technology driven organization