Lead Trainer

1 week ago


Bengaluru, Karnataka, India Zeta Services Inc. Full time

Zeta Services Inc. is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future.

The estimated salary for this position is $120,000 per year.

About Zeta

Zeta is a cutting-edge technology company that provides innovative solutions for the banking industry.

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.

We have issued over 20 million cards on our platform globally and are actively working with the largest Banks and Fintechs in multiple global markets to transform customer experience for multi-million card portfolios.

As a Lead Trainer at Zeta, you will be responsible for developing and updating training programs that cover product knowledge and customer service skills.

You will conduct comprehensive training for new support team members and provide constructive feedback and coaching to agents to improve their performance, soft skills, and customer interaction techniques.

Responsibilities
  • Conduct new hire training programs for call centre representatives.
  • Develop onboarding plans for new hires and follow up with them after completion of training to ensure they continue to improve their skills.
  • Conduct process knowledge tests and constantly assess the knowledge of the trainees.
  • Have strong engagement with trainees and manage attrition during the training and OJT period.
  • Facilitate certification processes and ensure smooth handover to operations.
  • Handhold newly trained executives during the OJT program and ensure smooth movement of executives onto the production floor.
  • Participate actively in developing training materials and constantly look for opportunities to enhance training content.
  • Collaborate with customer service supervisors and quality teams to identify training needs and conduct refresher training.
  • Coach and mentor customer support agents to support their professional development and career growth.
Requirements
  • Graduate from a reputed university.
  • 5+ years of training experience in BPO industry.
  • Should be from the banking or financial domain.

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



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