Associate Manager – Quality & Training (Collections)

About PhonePe Limited: Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services. Culture: At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us! Key Responsibilities 1. Training Framework & Compliance Management • New Hire Onboarding: Design, develop, and execute comprehensive onboarding training programs for all new hires across tele-calling 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. • Languages Known: Should know Kannada, Tamil, Telugu & Malayalam. • 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. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment • Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form. Read more about PhonePe on our blog. Life at PhonePe PhonePe in the news