Quality Assurance Coach

Director- Content QA (E Learning)

Position: Director- Content QA (E Learning)

Location: Mumbai, India

About LRN:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance. 

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage. 

About the role:

We are looking for a strategic and execution-focused leader to drive continuous improvement across Quality Assurance and Delivery functions. This role will be responsible for identifying systemic issues through escalations, ensuring robust Root Cause Analysis (RCA), and driving the implementation of corrective and preventive actions across teams.

This is a high-impact role that goes beyond QA operations, focusing on eliminating repeat issues, improving customer experience, and strengthening delivery excellence at scale.

Requirements

What you'll do:

• Own the Continuous Improvement Charter
  Lead initiatives to identify, prioritize, and resolve recurring issues across QA and Delivery teams.
• RCA Governance & Excellence
  Establish strong RCA frameworks to ensure all escalations are thoroughly analyzed, with clear identification of root causes (not just symptoms).
• Drive Corrective & Preventive Actions (CAPA)
  Ensure that actionable steps from RCAs are implemented effectively across relevant teams and functions.
• Cross-functional Collaboration
  Partner with QA, Delivery, Product, Onboarding, and Support teams to drive systemic fixes and process improvements.
• Escalation Analysis & Trend Identification
  Monitor customer escalations and internal quality signals to identify patterns, risks, and improvement opportunities.
• Standardization & Best Practices
  Build and enforce standardized processes for RCA, documentation, and improvement tracking.
• Measure Impact
  Define and track success metrics such as reduction in repeat escalations, improvement in CSAT, and operational efficiency gains.
• Enablement & Training
  Coach teams on RCA methodologies, quality standards, and continuous improvement practices.
• High-Stakes Quality Oversight
  Directly own and execute Quality Assurance for select high-impact, high-visibility clients, ensuring exceptional quality standards and acting as the final gatekeeper for critical deliverables.

What we're looking for: 

• Strong expertise in Root Cause Analysis methodologies (e.g., 5 Whys, Fishbone, etc.)
• Proven ability to drive cross-functional initiatives and influence without authority
• Analytical mindset with strong problem-solving skills
• Experience in quality assurance, delivery operations, or process excellence
• Strong stakeholder management and communication skills
• Ability to translate insights into scalable process improvements
• Familiarity with AI/automation-driven quality improvements (preferred)
• 10- 15+ years of experience in QA, Delivery, Operations, or Process Excellence roles across multiple organization
• Demonstrable experience of building QA functions grounds up
• Demonstrable experience of improving and transforming QA function leading to a year on year defect reduction
• Prior experience in a leadership role driving performance through transformational or continuous improvement initiatives
• Experience in a client-facing or customer-impacting environment

Benefits

• Excellent medical benefits, including family plan
• Paid Time Off (PTO) plus India public holidays 
• Competitive salary
• Combined Onsite and Remote Work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Experience Level

Executive Level