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Zeta
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Assistant Manager - Training and Quality

Assistant Manager - Training and Quality

Zeta

8 years

0 Lacs

Bengaluru Karnataka India

Posted:3 weeks ago| Platform:

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Skills Required

training processing api stack lending risk design onboarding support analysis content effectiveness learning simulations monitoring service drive audits consistency management development coaching reporting analytics reports metrics data sigma communication excel powerpoint diversity

Work Mode

On-site

Job Type

Full Time

Job Description

About Zeta

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 15M+ cards have been issued on our platform globally.

Training

Key Responsibilities

Design, develop, and deliver onboarding, new hire and refresher training programs for customer support executives.
Identify skill gaps through performance analysis and feedback mechanisms.
Collaborate with stakeholders to align training content with business and process changes.
Monitor training effectiveness using feedback, assessments, and performance metrics.
Implement digital learning tools, simulations, and role-plays to enhance engagement.

Quality

Define and standardize quality monitoring frameworks across all customer service channels (voice, email, etc.).
Drive the QA team to perform audits, publish regular quality scorecards, and conduct RCA on errors and escalations.
Work with operations and process design team to implement corrective and preventive action plans.
Regularly calibrate with internal and external teams to ensure consistency in quality evaluations.
Identify and recommend process improvement opportunities to optimize call center operations

Team Management

Manage a team of quality analysts & Trainer, ensuring performance, development, and motivation.
Enable a culture of continuous improvement and learning.
Provide coaching and career development support to team members.

Reporting & Analytics

Create and present reports on training effectiveness, quality metrics, and agent performance trends.
Use data insights to drive strategic decisions and enhance operational performance.

Skills

Strong understanding of customer experience principles, Training and quality frameworks (e.g., COPC, Six Sigma added advantage).
Excellent communication, interpersonal, and stakeholder management skills.
Proficiency in MS Excel, PowerPoint, and reporting dashboards.

Experience And Qualifications

Bachelor's degree in any discipline.
7–8 years of total experience in customer support / training / quality domains.
Minimum 2 years of experience in leading a team (trainers, QA analysts).
Prior experience in BFSI / Fintech domain preferred.

Equal Opportunity

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.

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Assistant Manager - Training and Quality