About PhonePe:Our goal is to make digital payments so easy, safe, and universally accepted that people never feel the need to carry cash or cards again. We believe India is at the cusp of a new mobile revolution, which will change the way we manage our money on the go. We see ourselves facilitating this change, through technology and dogged customer centricity.At PhonePe, we take extra care to make sure you give your best at work, every day! 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 technology is a big part of being at PhonePe.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.Responsibilities:Interpret and implement Quality Assurance/Quality Management programsEvaluate 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 dataAdept 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 itemsCollaborate with internal and external stakeholders to drive customer effectiveness and operational efficiencyPartner closely with the Training, Content Strategy and Process Design teams to identify knowledge/skill gaps and propose recommendations through effective training/coaching methodologies, technology, as well as creative/out-of-the-box ideasWork on projects/programs that help drive continuous improvement efforts across CX and vendor partnersBe a Growth mindset evangelist for CX. Inspire the organization to make Customer-first decisions at every stepMaintain a comprehensive quality assurance program for the Payment Gateway operations.Conduct regular audits of customer interactions, and process flows, ensuring compliance with established policies and processes.Monitor and evaluate customer service representatives' performance to identify areas for improvement.Collaborate with cross-functional teams to identify opportunities for process improvements within the Payment Gateway workflow.Provide insights and recommendations to enhance efficiency and effectiveness in addressing customer inquiries.Work closely with training teams to ensure that the support teams are adequately trained on payment-related processes and protocols.Develop TNI to address specific findings (areas of opportunities) and ensure continuous improvement.Create detailed reports on QA findings, trends, and performance metrics.Maintain accurate and up-to-date documentation of the quality metrics.Collaborate with Customer Experience teams to understand customer pain points related to payment interactions and propose improvement solutions.The ideal candidate should have:Critical Thinking and Investigative mindset:Ability to be able to think objectively and analyze and evaluate an issue to make an informed decision/judgmentPlanning and effective Prioritization: Efficiently develops and implements plans to accomplish goalsInterpersonal Skills: Adept in developing and maintaining good working relationships with others. Understands others' perspectives easily.Exceptional communication skillsand ability to help others understand the nuances of customer-facing communication across channels.Real-world negotiation and conflict management skills: Proven capability to keep the team's focus on solutions, not on problems/roadblocks. Ability to train others on the same. Change Management: Recognizes the need for change and works to move people, processes, and systems in a new directionStakeholder Management:Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goalTeam Player:Is an astute team player and can collaborate effectively to help build an atmosphere of partnership and accountabilityProven experience in quality assurance within a customer service environment, with a focus on payment gateway services..Preferred Qualifications: Prior experience in governing external Quality partners to achieve organizational KPIs and Customer Experience Strong understanding of Payment Gateway, fraud prevention, and regulatory compliance.Excellent analytical and problem-solving skills with keen attention to detail.Exceptional communication and interpersonal skills.Ability to work collaboratively with cross-functional teams.Proficient in Excel, and other QA tools and technologies.Certifications related to quality assurance and payment processing are a plus.Bachelor's degree in a related field or equivalent work experience
