• PhonePe - Senior Manager - Training & Quality - Customer Experience& Operations Jobs in Anywhere In India - 23828328

  • PhonePe
  • Anywhere In India, Multiple Locations, Bangalore
  • Save Job
  • 10 - 15 Years
  • Posted : above 1 month

Job Description:

Overview of key responsibilities

The Training & Quality Senior Manager will help transform PhonePes 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


- 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 teams 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


- 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 incumbents problem-solving skills and his/her ability to inspire the team and delivery results with the same fervour

- Masters degree preferred Instructional Design and training certifications and/or Quality Management are a plus

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 15th Apr 2020

Key Skills:

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