About The Team
The customer Experience (CX) team at smallcase is on a mission to create meaningful, reliable, and personalized experiences for every investor. We're a tight-knit group of problem-solvers, tinkers, and doers who work across chat, email, call, and social to support our growing base of over 10 million users. We're also shaping how customer support becomes a competitive edge in the world of investing
About The Role
We’re looking for a Quality Analyst + Trainer to elevate the standards of customer support at smallcase. This role blends quality management with training expertise—driving performance, consistency, and excellence across every customer interaction. You’ll play a pivotal role in shaping support delivery, coaching our team, and building a culture of continuous improvement.
What You’ll Be Doing
Quality Management
- Define, implement, and evolve quality parameters and scorecards tailored for chat, email, and call interactions
- Conduct regular audits and calibrations to measure adherence to standards, tone, empathy, and issue resolution
- Translate audit insights into actionable improvements—at both team and process levels
- Partner with CX and Product teams to close the loop on systemic quality issues
- Own and evolve our internal QA tooling and workflows
Training & Coaching
- Design and deliver training programs on:
- Process adherence and policy updates
- Industry/domain knowledge
- Soft skills: active listening, empathy, tone, and de-escalation techniques
- Drive channel-specific training:
- Chat: speed, tone, clarity
- Email: structure, precision, personalization
- Call: rapport-building, call flow, closure
- Identify skill gaps using quality data and deliver targeted coaching
- Own the onboarding-to-proficiency journey for new hires and internal movers
Strategic Impact
- Build a culture of quality ownership across the support team
- Work with the CX leadership to define quality goals and KPIs
- Continuously benchmark against industry best practices
- Be a thought partner in the support process evolution
What We're Looking For
- 6+ years of experience in quality assurance, training, or support operations—ideally in fintech, SaaS health-tech, or consumer internet
- Proven ability to design and deliver training for chat, email, and calls
- Strong understanding of quality frameworks, auditing practices, and feedback mechanisms
- Empathy-led approach with an eye for detail and a bias for action
- Strong communication and stakeholder management skills
- Experience working cross-functionally with support, product, and ops teams
- Comfortable owning tooling and process design to support scale
About Smallcase
At smallcase, we are changing how India invests. smallcase is a leading provider of investment products & platforms to over 10 million Indians. We're a young, driven team of 250+ headquartered in Bangalore. smallcase was founded in July 2015 by three IIT Kharagpur graduates, Vasanth Kamath, Anugrah Shrivastava and Rohan Gupta.smallcase has been focused on offering innovative investing experiences & technology. Our platforms are used by over 300 of India's largest financial brands and most respected institutions. We are backed by world-class investors, including top-tier funds, institutions and operators from the capital markets space who believe in our mission of enabling better financial futures for every Indian.
Life at smallcase
We are not just building a business, we are making a long-lasting impact both in the wealth & assets landscape with our unique technology & expanding ecosystem. Over the last 9 years, our team, products, and platforms have grown, and so have our ambitions.Innovation remains at the heart of what we do. Our other core values are transparency, integrity & long-term thinking. Our key asset has always been our people, and we empower individuals to build and do some of the best work in their lifetimes at smallcase. Flexibility, ownership and constant feedback loops are some of the ways we keep evolving the working environment.Skills: training expertise,process improvement,stakeholder management,quality management,quality,team handling,audit practices,training,channel-specific training,training & development,customer support,coaching,empathy-led approach,process design,soft skills training
