Associate Manager - Training & Quality

Key Responsibilities

1. Training Framework & Compliance Management

• New Hire Onboarding: Design, develop, and execute comprehensive onboarding training programs for all new hires across telecalling and field collections.
• Code of Conduct: Ensure 100% adherence to regulatory guidelines and PhonePe’s strict internal collection code of conduct. Deliver exhaustive training to mitigate reputational and operational risks.
• Refresher Programs: Plan and execute monthly refresher training sessions to update teams on process changes, new lending products, and updated negotiation or compliance strategies.

2. Quality Assurance & Agency Governance

• Agency Monitoring: Partner with external Telecalling (TC) agencies to ensure they perform timely and accurate call quality evaluations as per agreed Service Level Agreements (SLAs).
• Performance Calibration: Conduct regular calibration sessions with agency quality auditors to ensure alignment on evaluation parameters and scoring standards.
• Performance Correction: Identify agents not meeting minimum quality standards and mandate targeted refresher programs to address specific skill gaps.
• Disciplinary Framework: Implement a strict consequence management matrix, including the issuance of L1 and L2 warnings for repetitive compliance or quality offenders.

3. AI-Driven Analytics & Insight Implementation

• Speech & Text Analytics: Leverage our advanced AI-enabled call evaluation solution to analyze speech and text interactions at scale.
• Insight Extraction: Transform raw data and automated metrics from the AI tool into actionable, workable insights regarding customer sentiment, objection handling, and agent behavior.
• Core Training Integration: Feed AI-driven suggestions directly back into the core training curriculum to continuously optimize scripts, rebuttals, and collection methodologies.
• Efficiency Optimization: Measure the direct impact of training interventions on overall collection efficiency, recovery rates, and customer experience.

4. Reporting & Stakeholder Presentation

• Data Presentation: Synthesize quality scores, training completion rates, and AI insights into executive dashboards. Present findings clearly to the Collection Strategy Head and senior leadership. This would include tracking the performance of collection agents based on vintage/Hiring dates etc.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Business and external vendors to align training objectives with business targets.

 

Required Qualifications & Skills

• Experience: Minimum of 5 years of proven experience explicitly managing Quality Assurance/Training operations within a lending or banking collections environment (Telecalling & Field).
• Education: A relevant Bachelor's or Master's degree from a recognized institution.
• Communication Skills: Exceptional verbal and written communication skills. Candidate must be capable of delivering high-impact training and managing difficult compliance conversations.
• Analytical & Presentation Skills: Good analytics and and presentation skills
• Technical Tech-Savviness: Prior exposure to or experience working with AI-enabled call monitoring systems, speech analytics tools, or automated QA platforms will be a plus.