About PhonePe Limited
Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.
PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are 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.
Key Responsibilities
Training & Delivery
- Lead the design and delivery of training programs focused on knowledge, skills, and processes for internal and vendor agents.
- Maintain training curriculum and materials and own version controls.
- Maintain uniformity in cyclic TTT certification processes and ensure consistent training delivery.
- Contribute to the development of Vendor Standard Operating Procedures (SOPs) and lead version controls.
- Govern Agent Performance end to end both at In House and vendor sites holistically on the important metric driven for the business.
- Initiate, track and gauge multiple Training projects based on the TNI shared for the agents and improve Interaction Quality thus improving Customer Experience.
Quality Assurance
- Implement quality monitoring framework, utilizing quality analysis tools end to end and own the execution of the process.
- Drive the integration and application of AI and machine learning tools for automated quality monitoring, advanced sentiment analysis, and optimizing QA processes.
- Lead quality calibration sessions to ensure consistency in evaluation across the ecosystem.
- Lead internal regulatory compliance audits to ensure that the function and agents are compliant to the Regulatory processes defined.
- Lead and own the functional governance for the businesses handled.
- Maintain uniformity in cyclic TTQ certification processes and ensure consistent Quality performance.
Performance Management & Coaching
- Partner with other teams in analyzing performance data to identify skill gaps and areas for improvement.
- Support the implementation of targeted coaching and development plans for internal and vendor agents.
- Contribute to fostering a culture of continuous improvement and recognition.
Vendor Management
- Assist in building and maintaining strong relationships with vendor partners.
- Lead the performance review process for vendor agents.
- Collaborate with vendors on improvement plans and ensure they have access to necessary resources.
Stakeholder & Reporting
- Act as a liaison between support teams and other departments, facilitating communication and information sharing.
- Assist in the preparation of reports and presentations on training and quality metrics.
- Contribute to the integration of customer insights into training and quality initiatives.
Work Environment
- Physical Demands: Ability to work in a fast-paced environment and manage multiple projects simultaneously.
- Should be open to work related travels.
- Should be open to work from the office on all the working days.
Required Skills and Qualifications
- Bachelor's degree in a relevant field.
- Minimum of 5 years of experience in customer support, training, or quality assurance.
- Good understanding of customer support processes and best practices.
- Experience with sales processes is a plus.
- Excellent communication and interpersonal skills.
- Ability to analyze data and identify trends.