ZestMoney – Manager/Associate Manager – Quality Assurance (3-6 yrs)

About Us :

ZestMoney is creating the future of finance. We are on a mission to completely democratize finance using data and technology. Our first product is the wildly successful, completely digital BNPL (Buy Now Pay Later) that is making life affordable for millions of people in India. Today we are the biggest non-bank EMI provider on Flipkart, mi.com, Paytm, MakeMyTrip and 1000+ more brands. We are bringing digital credit to the mass market in India and significantly improving the economy through financial inclusion.

About the role:

Our users are the core of what we do here at ZestMoney and to become the most loved BNPL, we need a great support system. What makes a great support system? Folks who love to keep user needs above everything else; who think customer service is an attitude and quality is a habit! If this sounds like you and you think you can train your fellow Zesties to think on these lines, we should chat.

We’re looking for an experienced Quality leader to join our super dynamic Customer Success team. We’ll look up to you to devise our customer service quality strategies, design quality mechanisms for the operations team, identify and fix process gaps through effective quality monitoring processes.

To be successful in this role, you should have: Solid experience in quality assurance, project management, building processes, identifying and fixing process gaps, sharing timely feedback with teams on their quality performance and driving them to excellent user experience – one conversation at a time.

What you’ll do:

1.Lead a team of quality assurance specialists to conduct periodic audits across all support channels and carry out calibration with stakeholders

2.Help building quality tools and set up quality measures for the team to improve the overall quality of service delivery

3.Ensure smooth handshake between the quality and operational teams through effective, result-oriented feedback sessions which also help designing training models

4.Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with the operations team to improve quality performance

5.Identify and escalate risks and quality issues for efficient resolutions

6.Create quality reports and share actionable insights to improve individual and team quality operations

About you:

1.You come with a strong understanding of quality framework within a customer service environment and have led quality teams/ processes for at least 3 years

2.You talk and walk data and are passionate about service and communication

3.You have excellent stakeholder management skills and can work with cross-functional teams with a data-driven mindset

4.You’re flexible and adapt well, and at the same time are not afraid of suggesting or making changes for growth

5.You can take decisions and communicate them effectively

6.You understand the tech side of the business and are not afraid of tech talks

7.Fast-paced, high growth and ambiguous (at times) environment gives you an adrenaline rush

8.You love music, stationery, food, (or gardening/photography/ running, anything sports, movies) and you don’t mind sharing recipes

9.If this sounds like you, we already love you and we’ll love you more if you also hold a BS degree in education, human resources and have a keen understanding of Lean, Six Sigma


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