PhonePe - Senior Training Specialist - Customer Experience

The core responsibility of this role will be to conceptualize, design, deliver, and improve process/product-focused training for customer-facing representatives and other trainers.

Responsibilities

- Design and facilitate high-quality Product/CRM-focused training for new and existing employees

- Develop/refresh teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, eLearning modules, and reference works

- Implement testing measures to evaluate progress and effectiveness of training

- Develop and maintain strong working knowledge of various PhonePe products and features.

- Create and administer knowledge-checks to assess training needs

- Create and update process documentation; proactively identify such needs

- Keep on top of customer satisfaction and internal quality research findings and come up with actionable deliverables (e.g. creation and facilitation of training modules)

- Conduct Training Need Analysis as and when required

Attributes of an ideal candidate:

- Detail-oriented with capacity to organize and prioritize among multiple projects

- Exceptional presentation skills utilizing a variety of channels/methods

- Can develop meaningful inter-team relationships. Can collaborate with other trainers/coaches across locations, to bring in new ideas and meet challenges effectively

- Should have well-developed capacity to embrace change with consistent positivity and appropriate sense of urgency

- Can effectively utilize Flipped Classroom and/or Virtual Instructor Led Training methods

- Keeps him/herself informed about new developments, methods, and techniques related to the Training domain

- Has the ability to create and sustain a high energy environment during training, over long periods of time

- Always willing to go above and beyond to make training efforts more successful and engaging

- In tune with social media platforms/trends, especially in the context of Customer Experience, Technology companies and current affairs

Requirements:

- Fluent in written and conversational English

- Bachelor's/Master's Degree preferred; equivalent experience can be considered.

- Minimum 6 years- overall experience. Training experience in Product, CRM, and/or Process is required. Experience in auditing/coaching customer-facing representatives will be a plus.

- Experience in client/vendor management will be a plus.

- Good understanding of and experience in utilizing ADDIE framework and Adult Learning

Principles :

- Ability to multi-task and prioritize, with strong organizational and stakeholder management skills

- Familiar with CRM systems, commonly used software applications and process workflows/standard work templates