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Quality Specialist
PhonePe
posted 1d ago
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Job Description
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 Indias first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the companys 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!
A CX Quality Specialist will help transform PhonePe s Customer Experience and Operations through education, empowerment, and coaching of support representatives (in-house and vendor partners). Achieving best-in-class quality in Customer Experience at scale is the primary goal of this role.
- Interpret and implement Quality Assurance/Quality Management programs
- Evaluate adequacy of existing Quality audit framework and apply/recommend continuous improvement techniques to maintain best-in-class Quality Management process.
- Perform Quality audits and devise procedures and directions for recording and reporting this data
- Adept knowledge of Coaching and Mentorship skills and the ability to be able to trickle this down to the customer support teams (in-house and vendor partners)
- Ensure smooth change management and knowledge transfer across all Customer Support teams (in-house and vendor partners).
- Derive themes and insights basis audits completed that can translate into actionable process improvement items
- Collaborate with internal and external stakeholders to drive customer effectiveness and operational efficiency
- Partner closely with the Training, Content Strategy and Process Design teams to identify knowledge/skill
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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Employment Type: Full Time, Permanent
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