Associate Manager - Training & Quality

AM Training & Quality 

JOB DESCRIPTION 

Role: AM Training & Quality Title: AM Training & Quality

Location: Bangalore Reporting to: CX Head Training & Quality

About Phonepe 

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, and data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app that offered money transfers to individuals and merchants, recharges, and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, and Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function 

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with real-time insights and customer feedback.

Function Summary: 

The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively and help them be engaged, productive, and efficient.

About the role: 

The AM Quality & Training will identify and monitor training needs in the organization, and design, plan, and implement training programs, policies, and procedures to fulfill business requirements. Help transform PhonePe's Customer Experience and Operations through learning, empowerment, and coaching of support representatives. Achieving best-in-class quality in Customer Experience at scale is the primary goal of this role. Assess the needs of a business, implement training and quality development plans, and facilitate a variety of initiatives across T&Q that enhance the effectiveness of the workforce and improve the business metrics.

Goals 

• Build and deliver innovative Quality Assurance / Quality Management programs. ● Manage the end-to-end Quality audit framework and apply continuous improvement tactics based on the actionable insights of audits/analysis 
• Develop quality management roadmaps and training curriculums for all customer support teams. ● Create dashboards and reports to monitor, improve, and manage the effectiveness of Quality audit/feedback. 
• Partner with other teams to address knowledge/skill gaps through effective training/coaching and technology. 
• Collaborate to build the end-to-end Support Effectiveness vision, mission, and strategy. ● Inspire the organization to make Customer-first decisions at every step. 

People & Performance Management: 

• Review current training programs, and enhance and modify them to improve engagement, learning, and retention based on business and industry needs. 
• Mentor and coach trainers across in-house and partner sites to efficiently deliver training content. ● Drive process and product training based on functional alignment and conduct timely and constructive performance evaluations. 
• Conduct dip-stick checks for NHT batches, evaluate trainer efficacy, and invest in trainer development. 
• Develop and execute effective training programs to improve agents' skills, knowledge, and performance. 
• Develop engaging learning experiences to promote continuous improvement and empower employees to achieve strategic goals. 
• Utilize various training approaches, including classroom, virtual, and e-learning, to cater to different learning preferences 
• Establish and implement quality standards, analyze performance data, coach team members, and drive vendor quality performance. 

Vendor Management: 

• Works closely with vendors to identify and address challenges, monitors training-related activities to ensure alignment with the function's vision, drives training compliance, and ensures adherence across all vendor partners. 
• Regularly attends vendor reviews (weekly/monthly) to ensure governance. 

Knowledge Management: 

• Lead the development of a knowledge management strategy and implementation plan, and execute the governance plan. 
• Map information sources, develop and maintain knowledge management systems, identify gaps and innovation opportunities, and support internal knowledge sharing and capacity building. 

Inhouse Quality and Training governance: 

• Work with stakeholders to address learning gaps, instruction problems, or new training needs.
• Manage training compliance ensure adherence, and prepare regular reports on training and quality outcomes. 
• Ensure training content is relevant, up-to-date, and aligned with company standards and industry best practices. 
• Identify gaps in knowledge and skills and recommend improvements to training content and delivery methods. 
• Monitor and assess the effectiveness of training and quality programs through feedback, assessments, and business KPIs. 
• Conduct quality assessments and performance data analysis aligned with business units. ● Lead TQ governance meetings with internal stakeholders and vendor partners. ● Conduct performance reviews, including one-on-one and team meetings, to provide business unit insights. 

Partnerships: 

• Partner with leaders and teams to identify training needs and develop programs to fulfill business requirements. 
• Create a roadmap and vision for learning and development content and workshops to enhance skills within the organization. 

Required Experience, Skills, Qualifications: 

• Graduate with 5+ years’ experience in Quality & Training and in-depth knowledge of the Customer Experience domain. The B2C online product domain will be a big plus. ● Certifications in Six Sigma, LEAN, Quality Management/Process Improvement ● Proficient in Microsoft Office, LMS, and instructional designing 
• Process Improvement methodologies, Customer Support Quality Management, People Leadership, Data Analysis, Vendor Management, MS Office, PDCA knowledge ● Data analysis and interpretation, Interpersonal and stakeholder management skills 

Good to Have skills 

● Design Thinking, Prompt Engineer, Automation, and AI ML