PhonePe Recruitment Drive; Hiring Quality Specialist – Apply Now

At PhonePe, they 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 they do. PhonePe 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 PhonePe!

Name of the Organization: PhonePe

Requisition ID: 5974591003

Positions: Quality Specialist

Location: Bangalore

Salary: As per company Norms

Educational Qualifications:

• Graduate

Job Description:

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

Benefits:

• 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

 

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