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 India's first localized App Store. The PhonePe Group is a portfolio of businesses 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.
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!
Key Responsibilities:
- Responsible for evaluating and monitoring the performance of call centers to ensure compliance with company policies, procedures, and quality standards. This role involves analyzing call interactions, providing feedback, and recommending improvements to enhance customer satisfaction and operational efficiency.
- Quality Evaluation: Devise quality criteria and scoring systems to assess call quality, including agent adherence to scripts, problem-solving skills, and customer service techniques.
- Collaboration: Work with External partner quality teams to Identify trends and areas for improvement in call handling and customer interactions.
- Feedback and Coaching: Provide constructive feedback to agents based on call evaluations. Conduct coaching sessions to help agents improve their performance and meet quality standards.
- Reporting and Documentation: Maintain accurate records of call evaluations, agent performance, and quality metrics. Prepare and present regular reports on call quality, trends, and performance to management.
- Process Improvement: Collaborate with teams to develop and implement quality improvement initiatives. Recommend changes to procedures, scripts, or training programs based on quality assessments.
- Compliance and Standards: Ensure that all call center activities comply with company policies, industry regulations, and legal requirements. Stay updated on industry best practices and changes in regulations that may impact call center operations.
- Maintain data records and systems for accurate information and timely reporting.
- Undertake root cause analysis to identify any systemic areas for improvement
Functional Competencies
- Proven experience in handling of regulated complaints, as well as regulatory awareness and collections complaint management process experience is essential
- Ability to gather, analyse and document evidence to support a well-articulated case decision
- Commercial awareness and strong understanding of regulatory processes and decisioning tools
- Internal and external stakeholder management through complex processes and various engagement channels - including forums and written communications
Attributes we are looking for
- Must be MBA/Graduate and above and have at least 5 years& experience in Quality/ Collections grievance redressal.
- Experience in New age NBFCs or Banks is mandatory.
- Must have thorough understanding of collections methodology
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.
