Instruction Designer

6 months ago

Bengaluru, India PhonePe Full time

**About PhonePe**

PhonePe is India’s leading digital payments platform with over 400 million+ registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.

**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

About Phonepe:
PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function:
At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real-time insights and customer feedback.

Function Summary:
The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively, help them be engaged, productive and efficient.

Job Objective:
Role Expectations:(KPIs/KRAs of the role)
- Create domain specific training curriculum & content design (e-learning modules), assessments for new hired training
- Review and revamp the existing training modules on a regular basis and keep them updated
- Build domain related content for e.g. scripts,messaging, rebuttals, etc
- Build and maintain Knowledge base and publish the changes to the masses via LMS
- Handle clarifications on the process changes and resolve them within defined timelines
- Partner with business teams to build out effective product and sales module

Experience, Skills, Qualifications:

- Exceptional communication skills and ability to help others understand the nuances of customer-facing communication across channels.
- Training Content Development - Designs well-organized training content with a clearly identified set of SMART and that fit the needs of learners with a broad range of knowledge and skills.
- Training Delivery and Methodologies that Facilitate Learning - Recognizes the impact of the physical training environment in facilitating learning. Conducts sessions in a well-organized manner to help participants stay focused on learning new content and skills.
- Change Management: Recognizes the need for change and works to move people, processes, and systems in the new direction
- Stakeholder Management: Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goal
- Team Player: Is an astute team player and can collaborate effectively to help build an atmosphere of partnership and accountability

Preferred Qualifications:
Prior vendor management experience in governing partners to achieve organizational KPIs and Customer Experience

**PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)**
- **Insurance Benefits - **Medical Insurance, Critical Illness I

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