All about Zeta Suite Zeta is the
world’s first and only Omni Stack for banks and fintechs. We are rethinking payments from core to the edge, led by the vision
to augment the purpose of money and banking with technology. A single, modern software stack comprising processing, loans, customizable mobile and web apps, fraud engine, and rewards for retail banking.
We are a new-age, high-growth startup (amp; a unicorn!) founded in 2015 by two visionary leaders Bhavin Turakhia amp; Ramki Gaddipati, whose entrepreneurial legacy amp; excellence has put us on top of the global fintech ecosystem. Zeta counts amongst its customers, over 10 banks and 25 fintechs, across 8 countries - some of our notable clients include Sodexo - a leading issuer of employee benefits amp; rewards with over 30 million global users, and HDFC Bank - the 14th largest bank by market cap in the world.Learn more about our manifesto amp; beyond.What is the job like?
- Create a strong Quality framework that is designed to offer the best in class customer experience
- Educate and certify new hires on the Quality framework, assessment process, and feedback mechanism.
- Develop and Maintain a repository of all processes on the products and services offered.
- Create a plan for frequent testing of agent understanding of the processes in collaboration with the Training team.
- Conduct audits as per prescribed requirements for the support teams.
- Liase with a 3rd party (as applicable) for conducting audits.
- Run regular periodic tests and assignments to measure competency of agents using the processes.
- Provide feedback on the areas of improvement, create plans for bottom quartile improvements to move to top of funnel.
- Manage/resolve disputes related to quality scores. Conduct calibration sessions and ensure alignment.
- Ensure support teams perform at a prescribed service quality level.
- Create glide path to reach targets that are created and met.
- Ensure scores for all new hires are met within acceptable time frame.
- Conduct DSAT analysis, work with support teams to meet NPS targets.
Who should apply for this job?
- Min 4-5 years (BFSI preferred) in a quality role either a direct QA or/and handling a team
- Graduate from a reputed university. Post graduate degree will be an advantage
- Familiarity with CRM and other Contact centre tools
- Worked with Vendor partners, external clients. Strong collaboration with internal and external stakeholders
- Great communication skills, both verbal and written.
- Manage and conduct 1:1 sessions and be able to provide critical feedback
- Quality focussed and strives to raise the bar on quality benchmarks
- Attention to detail, Data orientation, analytical skills to identify trends and deviation
- Conduct training sessions, provide feedback and monitor progress
- Focused on driving continuous improvements
- Training capability will be added advantage
Life At ZetaAt Zeta, we want you to grow to be the best version of yourself by unlocking the great potential that lies within you. This is why our core philosophy is
‘People Must Grow.’ We recognize your aspirations; act as enablers by bringing you the right opportunities, and let you grow as you chase disruptive goals.
#LifeAtZeta is adventurous and exhilarating at the same time. You get to work with some of the best minds in the industry and experience a culture that values the diversity of thoughts. If you want to push boundaries, learn continuously and grow to be the best version of yourself,
Zeta is the place to be! Explore the life at zeta
Zeta is an equal opportunity employerAt Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or other special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities.