Meet Sydney-based Team Lead for our Quality Assurance Enablement team Supreet Rumana, who joined Zip straight out of university. Now in her fourth year, find out how Supreet has grown her career and her leadership potential.

Tell us who you are, what you do at Zip and a little bit more about your Zipstory

Hi!! I’m Supreet, the Team Lead for our Quality Assurance Enablement team in CX (Customer Experience). Our team is dedicated to providing proactive support, training, and guidance to empower CX agents in delivering exceptional service throughout the customer’s journey.

I've been with Zip for almost four years now, starting fresh as a Customer Experience Specialist right out of university. It's been an incredible journey where I've learned invaluable skills and embodied all four Zip values in my daily work.

In 2021, I had the chance to join the Quality Assurance team (QAngels), where I developed my coaching and communication skills. It also allowed me to expand my people skills, which ultimately paved the way for my current role as a People Leader in Enablement.

You’ve been a Zipster for four years now. What has enabled you to accelerate your career fastest during your time here?

I joined Zip when we were HQ’d in our Spring Street office and feel as though I have thrived in our fast-paced, ever-changing environment. The people and the opportunities keep me motivated to show up, lead by example, and prioritise our customers - the snack wall helps as well.

As a young People Leader, I find inspiration in experienced leaders who lead by example and make a real impact on both the business and their team. I've embraced every opportunity that's come my way, from manning the Spring Street front desk for a few months, to creating Instagram content for partnered merchants and taking on new roles.

This approach has accelerated my career and allowed me to excel in my current role, where I have the privilege of leading amazing people and setting a positive example every day.

In your experience, what are some of the opportunities you get working in Operations at Zip that you wouldn’t get working elsewhere?

Working in Operations lets me directly influence the customer journey - from identifying key concerns and opportunities, to collaborating with the team to witness the final improvements that enhance the customer experience. For instance, revamping our QA structure enabled us to evolve how we assess and give feedback to agents, which has been crucial in refining what works and what doesn't.

This uplift has empowered agents to engage more with feedback directed at them compared to before, and in return we have seen an increase in our QA average which has regularly exceeded our QA targets. Accessing insights and data firsthand underscores the impact every team, beyond just CX, has on the customer journey.

Thinking about the way you get your best work done, how does Zip support your wellbeing?

Zip has always prioritised supporting employee well-being, offering resources like Sonder, our former Real Mates program, and quarterly wellbeing days. These initiatives encourage us to take breaks and spend time on activities we truly enjoy.

Personally, I appreciate working in a flexible environment, which is something that Zip definitely encourages. We work in a hybrid way (working from home and the office) and can make the most of flexible working hours. This flexibility helps Zipsters embrace change and it also supports with our professional development and wellbeing.

What excites you most about writing the next chapter of your career story at Zip?

As a Zipster, there are several aspects that really excite me. I value the opportunity I have to empower my team to achieve both their collective and personal goals - it's incredibly fulfilling to make a positive impact and nurture growth as a people leader.

I'm excited to look ahead five years from now and reflect on my journey. The future is full of uncertainties, which is why I believe taking on every opportunity that comes my way is crucial yet exciting.