Associate Manager - Training & Quality

Company Overview

PhonePe Limited, headquartered in India, launched its flagship digital payments app in August 2016. As of April 2025, the app boasts over 600 million registered users and a payment acceptance network of more than 40 million merchants. Daily transactions exceed 330 million, with an annualized total payment value surpassing INR 150 lakh crore. PhonePe's diverse portfolio includes distribution of financial products like Insurance, Lending, and Wealth, alongside innovative consumer tech ventures such as Pincode (a hyperlocal e-commerce platform) and Indus AppStore (a localized Android app store), all aimed at providing every Indian with equal opportunities for financial growth and service access.

Culture and Work Environment

At PhonePe, employees are empowered to deliver their best daily by owning projects end-to-end. The organization fosters a collaborative atmosphere encouraging innovation and rapid execution, attracting professionals eager to build platforms impacting millions.

Primary Responsibilities

• Develop and manage training frameworks and ensure compliance adherence.
• Design, implement, and oversee onboarding programs for new recruits in telecalling and field collections.
• Maintain 100% compliance with regulatory standards and PhonePe's internal collection conduct through comprehensive training.
• Conduct monthly refresher sessions updating teams on process changes, new products, and compliance strategies.
• Collaborate with third-party telecalling agencies to monitor call quality as per agreed SLAs.
• Lead calibration exercises with agency auditors to standardize evaluation parameters and scoring methodologies.
• Identify underperforming agents and enforce focused retraining to improve skills and adherence.
• Enforce disciplinary processes, including issuing warnings for recurring compliance or quality violations.
• Utilize AI-driven speech and text analytics to evaluate calls and extract insights related to customer sentiment, objection handling, and agent conduct.
• Integrate AI-generated insights into training content to enhance scripts, rebuttals, and collection tactics.
• Assess the impact of training initiatives on collection efficiency, recovery rates, and customer satisfaction.
• Prepare and present executive dashboards highlighting quality scores, training progress, and AI insights to senior leadership.
• Collaborate cross-functionally with Product, Engineering, Business, and vendors to synchronize training goals with business objectives.

Qualifications and Skills

• Minimum 5 years managing Quality Assurance or Training operations within lending or banking collections, especially in telecalling and field roles.
• Bachelor's or Master's degree from an accredited institution.
• Strong verbal and written communication capabilities, adept at delivering impactful training and managing compliance dialogues.
• Proficient analytical and presentation skills.
• Experience with AI-based call monitoring, speech analytics, or automated quality assurance tools is advantageous.

Employee Benefits

• Comprehensive insurance coverage including medical, critical illness, accidental, and life insurance.
• Wellness initiatives such as employee assistance, onsite medical facilities, and emergency support systems.
• Parental support encompassing maternity, paternity, adoption assistance, and day-care support.
• Mobility benefits with relocation assistance, transfer policies, and travel allowances.
• Retirement benefits including employee and flexible provident fund contributions, gratuity, NPS, and leave encashment.
• Other perks like higher education assistance, car leasing options, and salary advance policies.

Inclusion and Equal Opportunity

PhonePe champions an inclusive workplace that values diverse perspectives, creativity, and innovation, striving to serve customers better. The company is an equal opportunity employer committed to fair treatment of all employees regardless of gender, sexuality, religion, race, color, or disability. Reasonable accommodations are provided throughout hiring and onboarding processes for applicants with special needs.