AM - Support Effectiveness, CX

As the Support Effectiveness Manager at PhonePe's Customer Experience organization, your role is crucial in driving expertise and operational excellence within the Training and Quality functions for one or more lines of business (LOBs), both internally and with CX vendors. Your responsibilities go beyond maintaining standards; they involve elevating them to achieve world-class customer support. You will be instrumental in building a team of experts who consistently exceed customer expectations. - **Expertise & Strategy:** - Develop and execute a comprehensive Training and Quality 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 - Implement AI-driven solutions and data-driven approaches to drive expertise-driven experiences - **Training & Delivery:** - Design and deliver comprehensive training programs covering knowledge, skills, and 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 vendors - **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 Training and Quality team, fostering a collaborative, diverse, and inclusive environment that drives continuous improvement and achieves target team performance metrics Qualifications: - Any Graduate - 5+ years of relevant Experience You should be prepared to work in a fast-paced environment, managing multiple projects simultaneously. Additionally, you should be open to work-related travels and be present in the office on all working days. PhonePe offers various benefits to Full-Time Employees, including insurance benefits, wellness programs, parental support, mobility benefits, retirement benefits, and other additional benefits. Working at PhonePe provides a rewarding experience with great people, a creative work environment, and the opportunity to take on roles beyond a defined job description.,