- Role: Quality Specialist
- Location: Bengaluru
- Company: PhonePe
- Salary: Not Disclosed
- Qualifications: Any Graduate or Postgraduate
- Employment Type: Full Time, Permanent
Job Description:
As a Quality Specialist at PhonePe, you may beautify consumer enjoy via rigorous first-rate control and non-stop development. Key duties include imposing and refining Quality Assurance packages, accomplishing audits, and deriving actionable insights to power procedure improvements. You will coach and mentor customer service teams, ensuring effective trade control and expertise switch. Collaboration with inner and external stakeholders is vital to improve carrier performance and effectiveness. A recognition of facts-driven insights and a patron-centric method could be important for attaining satisfactory-in-magnificence excellent standards across PhonePe’s diverse help operations.
About PhonePe:
PhonePe is India’s main digital bills organization, with a large consumer base of 500 million registered users and over three 7 million merchants spread across greater than 99% of the United States of America’s postal codes. Since its inception, PhonePe has revolutionized the digital bills landscape in India. However, its scope extends beyond simply virtual payments. The organization has ventured into monetary offerings like Insurance, Mutual Funds, Stock Broking, and Lending, as well as adjoining corporations together with Pincode, a platform for hyperlocal purchasing, and Indus App Store, India’s first localized app shop. This makes PhonePe no longer just a bill organization but a wide portfolio of businesses aligned with an undertaking to provide the same possibilities for every Indian to progress financially using unlocking the flow of cash and getting admission to to offerings.
Responsibilities:
1. Quality Assurance Program Implementation:
- Interpret and enforce PhonePe’s Quality Assurance (QA) and Quality Management programs to make certain that every customer service interaction is aligned with the enterprise’s requirements.
- Review and update current fine approaches, making sure they continue to be relevant and powerful because the corporation grows and scales.
2. Continuous Improvement in Quality Framework:
- Evaluate the adequacy of the present-day quality audit framework, identifying gaps or regions for development.
- Recommend and follow continuous development techniques to preserve high requirements in Quality Management strategies.
3. Conducting Quality Audits:
- Perform everyday audits on customer support interactions (both in-house and with seller partners) to assess compliance with company guidelines and pleasant requirements.
- Establish techniques for recording and reporting audit results correctly, ensuring transparency and accountability in high-quality overall performance.
4. Coaching and Mentoring:
- Provide schooling, coaching, and mentorship to customer service groups, consisting of in-house personnel and supplier companions, to make certain they meet great requirements.
- Implement strategies to make sure that education is effective and that improvements are meditated in customer support’s overall performance.
5. Change Management & Knowledge Transfer:
- Manage the easy switch of know-how and procedural updates across all customer service teams, ensuring all teams are stored up-to-date with today’s provider protocols.
- Facilitate alternate management tasks and assist customer support groups adapt to new tactics and technology.
6. Deriving Insights for Process Improvement:
Analyze statistics from audits to derive key insights and identify ordinary topics or issues.
Use these insights to advocate actionable enhancements to customer support methods, ensuring higher performance and higher consumer experience.
7. Collaboration with Stakeholders:
Work intently with inner stakeholders, together with Training, Content Strategy, and Process Design groups, to align on first-class objectives and improvement techniques.
Partner with outside stakeholders (supplier partners) to ensure consistency and effectiveness in service shipping throughout one-of-a-kind teams.
Educational Qualifications for a Quality Specialist:
Bachelor’s Degree:
- A bachelor’s degree in an applicable discipline inclusive of Business Administration, Quality Management, Customer Experience, or Operations is usually required.
- A higher diploma or specialization in Quality Assurance, Project Management, or Operations Management might be an brought benefit.
Certifications:
- Six Sigma, Lean Management, ISO Quality Management certifications, or some other formal schooling in Quality Assurance/Control is a plus because it indicates information of systematic manner enhancements.
- Other applicable certifications, like COPC (Customer Operations Performance Center) certification or ITIL (Information Technology Infrastructure Library), can add fees by demonstrating process development understanding.
Required Skills for a Quality Specialist:
1. Strong Analytical Skills:
- The capacity to research large datasets from customer interactions and audits to become aware of traits, derive insights and tell choice-making.
- Comfortable running with facts analytics tools to music and degree first-rate metrics.
2. Quality Management Expertise:
- In-intensity know-how of Quality Assurance methodologies, first-class auditing techniques, and non-stop improvement frameworks.
- Knowledge of industry standards for customer service and procedure development strategies.
3. Coaching & Mentorship Skills:
- Ability to instruct and mentor customer service teams efficiently, ensuring that learnings are implemented to improve the best of interactions.
- Experience in training, mentoring, or developing skills is crucial for allowing high performance amongst team individuals.
4. Strong Communication Skills:
- Excellent verbal and written verbal exchange abilities to provide clear commands, feedback, and training.
- Ability to offer findings and insights to each senior management and frontline groups in a comprehensible and actionable manner.
5. Collaboration & Stakeholder Management:
- Demonstrated ability to collaborate successfully with internal groups (consisting of Training, Content, and Process Design) and external stakeholders (dealer companions) to pressure exceptional upgrades.
- Strong interpersonal talents to control relationships with more than one stakeholder.
Employee Benefits at PhonePe:
- Insurance Benefits: PhonePe gives a huge variety of insurance alternatives, inclusive of Medical Insurance, Critical Illness Insurance, Accidental Insurance, and Life Insurance. These ensure that personnel and their households are covered against unexpected events.
- Wellness Programs: Employee well-being is a priority at PhonePe. The enterprise affords an Employee Assistance Program, access to an onsite medical middle, and an emergency guide system.
- Parental Support: PhonePe is known for its beneficiant parental assist guidelines. It gives maternity and paternity blessings, an adoption assistance application, or even a daycare support program to assist dads and moms balance work and family lifestyles.
- Mobility Benefits: Employees also can take advantage of mobility benefits, such as relocation benefits and a Transfer Support Policy, making transitions smoother for the ones transferring to new locations. PhonePe also gives a Travel Policy to cover painting-related travel expenses.
- Retirement Benefits: The employer supports lengthy-time period financial planning by contributing to an Employee Provident Fund (PF) and supplying alternatives for bendy PF contributions, gratuity, National Pension Scheme (NPS), and leave encashment.
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