Assistant Manager Training and Quality

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 industrys 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 Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios, Zeta has over 1700+ employees with over 70% roles in R&D across locations in the US, EMEA, and Asia We raised $280 million at a $15 billion valuation from Softbank, Mastercard, and other investors in 2021 Key Responsibilities Training: Design, develop, and deliver onboarding, new hire and refresher training programs for customer support executive, Identify skill gaps through performance analysis and feedback mechanism, 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, 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 centre 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 (, 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, 78 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,