AM - Support Effectiveness, CX

RoleAM, Support Effectiveness - CXLocationBangalore Reporting toCX Head Training & Quality 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 every day 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 and help them be engaged, productive, and efficient. Job Summary 
The Support Effectiveness Manager is a critical leadership role within the PhonePe Customer Experience organization. The individual will be responsible for driving expertise and operational excellence within one or more lines of business (LOBs) by owning and optimizing the Training and Quality functions.This includes both internal PhonePe teams and CX vendors. This role is not just about maintaining standards; it's about elevating them to achieve world-class customer support. You will be a key architect in building a team of experts (both internal and at our partners) who consistently exceed customer expectations. Key Responsibilities: 
 Expertise & Strategy: 

Develop and execute a comprehensive T&Q roadmap aligned with PhonePe's expertise framework and business objectives, incorporating industry best practices and innovation

Stay updated on industry best practices and innovate.

Partner with stakeholders to tailor programs.

AI driven solutions enable teams, data driven approach and individuals to drive expertise driven experience

 Training & Delivery: 

Design and deliver comprehensive training programs (knowledge, skills, processes).

Utilize diverse training methods and maintain curriculum.

Certify trainers and ensure consistent vendor training.

Develop Vendor SOP's.

 Quality Assurance: 

Establish and maintain a robust quality monitoring framework, utilizing AI-powered quality analysis tools.

Identify root causes of issues and implement solutions.

Maintain quality calibration processes.

Standardize and uphold quality procedures across partners and Quality vendor.

 Performance Management & Coaching: 

Utilize performance data to identify skill gaps, implement targeted coaching and performance improvement plans, and foster a culture of excellence through recognition programs

Provide coaching and development plans to internal and vendor agents.

Foster a culture of continuous improvement.

 Vendor Management: 

Build and manage strong partnerships with vendors, ensuring adherence to PhonePe's standards through clear expectations, regular performance reviews, and seamless resource and training support

Build strong vendor relationships and conduct performance reviews.

Collaborate on improvement plans and ensure resource access.

 Stakeholder & Reporting:  Act as a key liaison and subject matter expert, ensuring cross-functional alignment and integration of customer insights into training and quality initiatives through regular communication and reporting
 Team Leadership:  Build, mentor, and lead a high-performing T&Q team, fostering a collaborative, diverse, and inclusive environment that drives continuous improvement and achieves target team performance metrics
 Qualification: 
Any Graduate5+ yrs of relevant Experience Work Environment: 

Physical DemandsAbility 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.

 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

 Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog. 
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