Associate Manager, CX-Training & Quality

Responsibilities

• Lead the design and delivery of training programs for internal and vendor agents to enhance knowledge and skills.
• Implement and own a comprehensive quality monitoring framework using advanced analysis tools.
• Drive the integration of AI and machine learning for automated quality monitoring and sentiment analysis.
• Conduct quality calibration sessions and internal regulatory compliance audits to ensure process adherence.
• Partner with cross-functional teams to analyze performance data and implement targeted coaching plans.
• Manage vendor relationships, including performance reviews and the development of improvement plans.
• Prepare detailed reports and presentations on training and quality metrics for stakeholders.

Requirements

• Bachelor's degree in a relevant field.
• Minimum of 5 years of experience in customer support, training, or quality assurance.
• Strong understanding of customer support processes and industry best practices.
• Proven ability to analyze data and identify actionable trends.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple projects simultaneously.
• Willingness to work from the office and travel as required.

Preferred Qualifications

• Experience with sales processes.
• Experience working with vendor management and large-scale agent populations.

Benefits

• Comprehensive insurance including Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness programs and onsite medical support.
• Parental support including maternity, paternity, and adoption assistance.
• Retirement benefits such as PF contribution, Gratuity, and NPS.
• Mobility and relocation assistance.
• Higher education assistance and other employee perks.

About the Company

PhonePe is a leading digital payments platform in India, serving over 600 million registered users and a network of over 40 million merchants. We aim to unlock the flow of money and access to services for every Indian through a diverse portfolio of financial products and consumer tech businesses.