Job title: Training Specialist

Company: PhonePe

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

Location: Bangalore, Karnataka

Job date: Thu, 09 Nov 2023 08:18:23 GMT