- Razorpay is a full-stack payments solution company that enables businesses to accept, process, and disburse payments on the web and mobile apps. Established in 2014, it is one of the fastest-growing Fintech companies in the country. Razorpay simplifies money management and movement for over 8 lac businesses ranging from freelancers to small businesses to large enterprises. - Customer experience is at the core of everything Razorpay does. It is mission-critical in Razorpay's overall growth journey. To further this mission, they are looking for a customer experience professional to lead the quality and training functions. In this role, your responsibilities will include: - Plan & execute strategy for Training & Quality function to achieve the organization's customer experience goals and net promoter score - Define the Quality & Training model for achieving operational excellence that ensures we provide a seamless customer experience across all stages and touchpoints in a customer journey - Develop, implement, and maintain a quality & training program based on DMAIC principles - Define a framework for measuring the performance of customer-facing teams and define quality/training SLAs & governance - Identify gaps in team performance via random quality checks and drive initiatives to improve quality and efficiency - Benchmark, measure and improve processes and quality & training metrics for support and operations teams - Maintain SOPs, conduct periodic reviews, and coordinate initiation/revision of processes as necessary - Work with a cross-functional team in various business units to drive initiatives end-to-end and co-create programs/plans. - Evaluate the effectiveness of training modules, workshops etc and recommend/implement improvements based on Balanced Scorecard principles - Be the proponent of customer experience across the org - drive cross-functional quality and training initiatives to improve customer experience through process changes, product development, and other new initiatives - Be in the know of the latest industry developments, CX best practices, quality tools, training, LMS, and Auditing platform and recommend strategies for continuous improvement - Manage Team Scorecard based on OKR, prepare & report data for MBR, QBR, reviews etc Skills Required: - 10-18 years of experience in Quality, Training and customer excellence roles - Team handling experience is a must. - Strong experience in Quality excellence, customer success, customer research and analytics techniques, process improvement, quality assurance, training, LMS and adult learnings.

Bangalore

Razorpay - Senior Manager - Quality & Training 

Razorpay - Senior Manager - Quality & Training  ,Job Description for Razorpay - Senior Manager - Quality & Training  in Razorpay Software Pvt Ltd. in  Bangalore for (10-18) years of experience. Apply Now!

Job Description for Razorpay - Senior Manager - Quality & Training  in Razorpay Software Pvt Ltd. in  Bangalore for (10-18) years of experience. Apply Now!