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.
- 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
- 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.
- 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.
Top Skills
What We Do
Founded in 2015, Zeta is a provider of next-gen credit card processing platform. Zeta’s cloud-native and fully API-enabled stack offers a comprehensive range of capabilities, including processing, issuing, lending, core banking, fraud detection, and loyalty programs. With a strong focus on technology, Zeta has over 1700+ employees and contractors, with more than 70% dedicated to technology roles. Operating across the US, UK, Middle East, and Asia, Zeta has served a global customer base of 35+ clients who have issued over 15 million cards on Zeta's platform to date. Backed by prominent investors such as Softbank Vision Fund 2 and Mastercard, Zeta has raised $280 million, at a valuation of $1.5 billion.
