Assistant Manager

2 weeks ago

Bengaluru, Karnataka, India Zeta Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About Zeta

Zeta is a
Next-Gen Banking Tec
h 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.

Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.

Zeta has ov
er 17
00+ employees - with ov
er
70% roles in R&D - across locations in t
he
U
S, E
MEA, a
nd A
sia. We rais
ed $280 mill
ion at
a $1.5 bill
ion 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, 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 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 (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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