Why this role
Azki is an online insurance platform making insurance simpler and more transparent for customers. We’re building our Operations Academy from the ground up, and we want it AI-native from day one. If you’ve designed real corporate learning programs and AI is already part of how you work every day, this is your chance to build something from scratch and own it.

The mission
Turn training from one-off courses into a continuous learning cycle. You’ll make sure our operations teams have the insurance knowledge they need, that quality is monitored continuously and intelligently, and that every error is traced to its root cause so it doesn’t happen again. In short: you improve quality through learning, and our customers feel the difference.

What you’ll do

• Design, launch, and run the Azki Operations Academy
• Build role- and product-based learning paths, including onboarding, on-the-job training, and refreshers
• Create knowledge assessments, specialist exams, and a certification process before people work independently
• Produce training content and a living knowledge base using AI tools, scenario-based learning, and microlearning
• Measure training impact through behavior change, performance, and error reduction; own KPIs and dashboards for learning and quality
• Lead the QC team, design the Quality Scorecard, and run evaluator calibration
• Develop AI and automation solutions for quality evaluation, conversation analysis, and training-needs detection
• Drive root cause analysis (RCA) and corrective/preventive actions (CAPA) together with operations teams

What you bring

• Bachelor’s degree or higher
• 5+ years of relevant experience, with a substantial part in L&D
• 2+ years leading a team or cross-functional projects, with clear ownership of outcomes
• Hands-on experience designing and delivering corporate learning programs, with solid instructional design fundamentals: needs analysis, adult learning, assessment design, and impact evaluation
• Daily, practical use of AI tools in learning, quality, or operations work (not just familiarity)
• Strong analytical and problem-solving skills, a sharp eye for detail, and the ability to turn data into action

Nice to have

• Experience in insurance, insurtech, fintech, or contact centers
• Built an academy or QA system from scratch
• Familiarity with Lean, Six Sigma, CAPA, or Poka-Yoke
• Experience with Power BI, an LMS, or conversation analytics tools