About the role

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 (& a unicorn!) founded in 2015 by two visionary leaders Bhavin Turakhia & Ramki Gaddipati, whose entrepreneurial legacy & 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 & 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 & 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

Customer Experience- QA Specialist

About the role

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