Overview of key responsibilities : The Training & Quality Senior Manager will 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. Goals : - Build and deliver innovative and impactful training and coaching (QA and QM programs and initiatives). - Manage training content creation and management of training roll outs at scale. - Partner closely with division directors and managers to assess training needs, capacity plans and forecasting needs. Develop training and quality management roadmaps and curriculums. - Manage the day-to-day operations of the T&Q team. Be responsible for measuring the impact of training, coaching/quality management and knowledge management programs. Create dashboards and reports to monitor, improve, and manage the effectiveness of T&Q. - Partner closely with the Content management 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. - Collaborate with leadership across teams to help define and build the end-to-end Support Effectiveness vision, mission, and strategy. - Be a Growth Mindset-evangelist for CX. Inspire the organization to make Customer-first decisions at every step. Skill Sets : - Interpersonal Skills : Develops, maintains 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 in 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 T&Q plans, 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 Training and Coaching/Quality Improvement programs. - Experience in building and managing training-material library. Adept in using Learning Management/Quality Management tools. Experience : - 10+ years- experience in Training and Quality. The ideal candidate should have in-depth knowledge of the Customer Experience domain; knowledge of B2C online products will be a big plus. - The key to success in this role will depend on the incumbent's problem-solving skills and his/her ability to inspire the team and delivery results with the same fervour. - Master's degree preferred. Instructional Design and training certifications and/or Quality Management are a plus

Bangalore

PhonePe - Senior Manager - Training & Quality - Customer Experience & Operations 

PhonePe - Senior Manager - Training & Quality - Customer Experience & Operations  ,Job Description for PhonePe - Senior Manager - Training & Quality - Customer Experience & Operations  in PhonePe in  Bangalore for (10-15) years of experience. Apply Now!

Job Description for PhonePe - Senior Manager - Training & Quality - Customer Experience & Operations  in PhonePe in  Bangalore for (10-15) years of experience. Apply Now!