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 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. 

Key Responsibilities

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Training:
• 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.