Assistant Manager - Training and Quality
- Zeta Inc.
- 7 - 8 years
- Bengaluru
- 4 months ago
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Job Description
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- 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.
- 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.
- Bachelors 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality Auditor / InspectorEmployement Type: FreshersContact Details:
Company: Zeta Inc.Location(s): Bengaluru
Keyskills: Process design Team management Bfsi Process improvement Customer support Customer service Continuous improvement Operations Analytics Six sigma
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Zeta Inc.
Zetais in the business of providing a full-stack, cloud-native, API-first neo-banking platform including a digital core and a payment engine for issuance of credit, debit, and prepaid products that enable legacy banks and new-age fintech institutions to launch modern retail and corporate fintech pro...
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