Associate Manager, CX-Training & Quality

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. 

 

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

 

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

Key Responsibilities:

1. Training & Delivery:

• Lead the design and delivery of training programs focused on knowledge, skills, and processes for internal and vendor agents.
• Maintain training curriculum and materials and own version controls.
• Maintain uniformity in cyclic TTT certification processes and ensure consistent training delivery.
• Contribute to the development of Vendor Standard Operating Procedures (SOPs) and lead version controls.
• Govern Agent Performance end to end both at In House and vendor sites holistically on the important metric driven for the business
• Initiatiate, track and gauge multiple Training projects based on the TNI shared for the agents and improve Interaction Quality thus improving Customer Experience.

1. Quality Assurance:

• Implement quality monitoring framework, utilizing quality analysis tools end to end and own the execution of the process.
• Drive the integration and application of AI and machine learning tools for automated quality monitoring, advanced sentiment analysis, and optimizing QA processes.
• Lead quality calibration sessions to ensure consistency in evaluation across the ecosystem.
• Lead internal regulatory compliance audits to ensure that the function and agents are compliant to the Regulatory processes defined.
• Lead and own the functional governance for the businesses handled.
• Maintain uniformity in cyclic TTQ certification processes and ensure consistent Quality performance

1. Performance Management & Coaching:

• Partner with other teams in analyzing performance data to identify skill gaps and areas for improvement.
• Support the implementation of targeted coaching and development plans for internal and vendor agents.
• Contribute to fostering a culture of continuous improvement and recognition.

1. Vendor Management:

• Assist in building and maintaining strong relationships with vendor partners.
• Lead the performance review process for vendor agents.
• Collaborate with vendors on improvement plans and ensure they have access to necessary resources.

1. Stakeholder & Reporting:

• Act as a liaison between support teams and other departments, facilitating communication and information sharing.
• Assist in the preparation of reports and presentations on training and quality metrics.
• Contribute to the integration of customer insights into training and quality initiatives.

Work Environment: 

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

• Should be open to work related travels 
• Should be open to work from the office on all the working days.

 

Required Skills and Qualifications:

• Bachelor's degree in a relevant field.
• Minimum of 5 years of experience in customer support, training, or quality assurance. 
• Good understanding of customer support processes and best practices.
• Experience with sales processes is a plus
• Excellent communication and interpersonal skills.
• Ability to analyze data and identify trends.
   

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

 

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity,  ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of  gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

Read more about PhonePe on our blog.

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