Assistant Manager - Training and Quality at Zeta

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

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)
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
Prior experience in BFSI / Fintech domain preferred

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

Training Design

Quality Assurance

Root Cause Analysis

Performance Metrics

Team Management

Process Improvement

Data Analytics

Customer Support

Audits

Coaching

Zeta

Cloud-native payment card processing platform

About Zeta

Zeta provides a platform for payment card processing that is designed for banks, financial institutions, and fintech companies. Their main product, the Omni Stack, allows clients to easily create and manage digital credit, debit, and prepaid card programs. This platform works by integrating with existing systems through APIs, which helps streamline the payment processing experience. Zeta stands out from its competitors by focusing on cloud-native solutions and ensuring compliance with important regulations, which helps build trust with their clients. The company's goal is to make payments seamless and less noticeable in everyday transactions, moving towards a future where payments are 'invisible'.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$369.6MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Risks

Competition from fintech startups may erode Zeta's market share.

Data privacy concerns could arise as Zeta expands globally.

Dependence on key partnerships like Sparrow poses risks if disrupted.

Differentiation

Zeta's Tachyon platform powers Sparrow's top-rated credit card for underserved markets.

Zeta's Omni Stack enables rapid launch of digital card programs for financial institutions.

Zeta is recognized for compliance with ISO IEC 27001, PCI DSS 4.0, and SOC 2 Type 2.

Upsides

Zeta's partnership with Sparrow opens new revenue streams in underserved markets.

Zeta's technology receives high ratings, enhancing brand reputation and customer trust.

Recognition by Celent boosts Zeta's market positioning for US banks and credit unions.

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