CX Manager Quality

4 days ago

bangalore, India PhonePe Full time

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses 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 take extra care to make sure you give your best at work, Everyday And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us

Overview of key responsibilities:

The Manager, CX Quality 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 Quality Assurance/Quality Management programs.

- Manage the end-to-end Quality audit framework and apply continuous improvement tactics to maintain the best-in-class Quality Management process. Ensure smooth change management and knowledge transfer across all Customer Support teams (in-house and vendor partners).

- Partner closely with division directors and managers to assess training/coaching needs, capacity plans, and forecasting needs. Develop quality management roadmaps and curriculums for all customer support teams. 

- Manage the day-to-day operations of the Quality team. Be responsible for measuring the impact of quality audit/feedback/coaching. Develop and run quality management and knowledge management programs. Create dashboards and reports to monitor, improve, and manage the effectiveness of Quality audit/feedback.

- Partner closely with the Training, Content Strategy, 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 (especially with Training) 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.

The ideal candidate should have:

- Interpersonal Skills : Adept in developing and maintaining 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 to 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 Quality Management plans in the CX domain, 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 Coaching/Quality Improvement programs.

- Experience in building and managing Best Practices library. Adept in using Learning Management/Quality Management tools.

Experience :

- 5+ years’ experience in Quality (exposure to Training will be a plus). 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 deliver results with the same fervor.

- Master's degree preferred. Certifications in Six Sigma, LEAN, Quality Management/Process Improvement, as well as Instructional Design/Training, will be a plus.

Mandatory Skills

Process Improvement methodologies, Customer Support Quality Management, People Leadership, Data Analysis, Vendor Management, MS Office, Six Sigma knowledge

Qualification

Master's degree preferred. Six Sigma, LEAN, Certifications in Quality Management/Process Improvement, as well as Instructional Design/Training, will be a plus

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

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