Manager, Training & Quality

Role: Manager Training & Quality Title: Manager 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.

Job Summary 

The Manager Training and Quality is responsible for leading the strategic development, execution, and continuous improvement of PhonePe's training and quality assurance programs. This role is critical in ensuring that all customer service, operations, and related teams deliver exceptional service and maintain the highest standards of quality. The Manager will oversee multiple teams, manage large-scale initiatives, and drive cross-functional collaboration to align training and quality programs with overall business goals. Help transform PhonePe's Customer Experience and Operations through education, empowerment, and coaching of support representatives. Achieving best-in-class quality in Customer Experience at scale is the primary goal of this role.

Job Description - Training & Quality Manager 

Key Responsibilities 

Strategic Leadership: 

• Develop Training and Quality Strategy: Lead the creation and implementation of a comprehensive training and quality assurance strategy aligned with the company’s objectives and growth plans. 
• Innovate Training Programs: Spearhead the design and innovation of Phone Pevarious functions training curriculm that address the evolving needs of the organization and industry best practices. ● Quality Assurance Framework: Develop and implement a robust quality assurance framework that ensures consistent service excellence across all customer touchpoints of phone pe product Operational Excellence: 
• Manage Training and Quality Teams: Oversee and mentor the training and quality teams, ensuring high performance and continuous professional development. Ensure smooth change management and knowledge transfer across all Customer Support teams (in-house and vendor partners). 
• Process Optimization: Identify opportunities for process improvement in training delivery and quality monitoring, driving efficiency and effectiveness in operations. 
• Stakeholder Management: Collaborate with senior leaders across departments to ensure alignment of training and quality initiatives with broader business strategies. 

Performance Monitoring and Improvement: 

• Performance Analytics: Utilize data-driven approaches to monitor and analyze the effectiveness of training programs and quality initiatives, implementing improvements as needed. ● Feedback Loop: Establish a continuous feedback loop with team members and stakeholders to refine and enhance training and quality programs. 
• Compliance and Standards: Ensure all training programs and quality assessments comply with internal standards, industry regulations, and best practices. 

Innovation and Continuous Improvement: 

• Adopt Best Practices: Stay abreast of industry trends, emerging technologies, and best practices in training and quality management, integrating these into PhonePe’s operations. 
• Drive Change: Lead change management initiatives to implement new training methodologies, tools, and quality assurance processes that enhance team performance and customer satisfaction. Partner closely with the Training, Content Strategy, and Process Design teams to identify knowledge/skill gaps and address those with the help of effective training/coaching methodologies, technology, as well as creative/out-of-the-box ideas. 
• Learning and Development Culture: Foster a culture of learning and continuous improvement within the organization, encouraging innovation and excellence. 

Reporting and Documentation: 

• Executive Reporting: Prepare and present comprehensive reports on training and quality performance to executive leadership, highlighting key insights, trends, and recommendations. ● Documentation and Compliance: Ensure meticulous documentation of all training activities, quality audits, and performance metrics, maintaining records for internal and external audits. 

Qualifications: 

• Education: Bachelor’s degree in Business, Management, Education, or a related field. ● Certification in Six Sigma Black Belt 
• Experience: Minimum of 8 years of experience in training and quality management, preferably in a customer service or operations environment. 
• Knowledge of B2C online products will be a big plus. 
• Proficiency in Instructional Design and delivery , LMS Management & Content Creation ● Proficient in using the Quality or Analytics tool , authoring tools and training management system 

Skills & Competencies 

• Interpersonal Skills: Adept in developing and maintaining good working relationships with others. Understands others’ perspectives easily. 
• Exceptional communication skills and ability to help others understand the nuances of customer-facing communication across channels 
• Real-world negotiation and conflict management skills: Proven capability to keep the team’s focus on solutions, not on problems/roadblocks. Ability to train others on the same ● Team building: Inspiration is the key to this role. We are a dynamic and fast-growing company focussed on a Customer-first mindset – each and every team member should be aligned to this, regardless of their creative differences. 
• Strategic thinking: Thoroughly understands the business/industry and helps the organization with correct prioritization and planning 
• Managing Change: Recognizes the need for change and works to move people, processes, and systems in the new direction 
• Managing Systems and Processes: Effectively uses technology-driven systems and processes to measure, monitor, and improve performance, at scale. 
• Planning and Coordination: Efficiently develops and implements plans to accomplish goals. 

Critical Competencies: 

• Proven ability to come up with end-to-end Quality Management plans in the CX domain, have a bias for action, and thoughtful experimentation. 
• The ideal candidate should have experience in developing empowered and self-driven team members who can make good decisions for our customers and customer support representatives. ● Effective stakeholder management skills to help build trust and collaboration for the long term. ● Proven track record of designing, developing, and delivering Coaching/Quality Improvement programs. 
• Experience in building and managing Best Practices library. Adept in using Learning Management/Quality Management tools. 

Work Environment: 

● Physical Demands: Ability to work in a fast-paced environment and manage multiple projects simultaneously.