PhonePe

1 day ago

Associate Manager - Training & Quality

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Own the training and quality framework for telecalling and field collections in a lending/banking environment. Build onboarding and monthly refresher programs, enforce regulatory and internal code-of-conduct compliance, and govern agency QA through SLAs, calibration, and corrective actions. Use AI-enabled speech/text analytics to extract insights on sentiment and objection handling, integrate recommendations into training, and present performance dashboards to leadership.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Education & Training

Seniority: Manager level

Key Responsibilities

•Design, develop, and execute onboarding training programs for new telecalling and field collections hires.
•Ensure regulatory and internal code-of-conduct compliance, and run monthly refresher programs for process and product updates.
•Partner with external telecalling agencies to manage call quality evaluations under defined SLAs and conduct calibration with quality auditors.
•Use AI-enabled speech and text analytics to derive insights on customer sentiment, objections, and agent behavior, and feed recommendations into training scripts and methodologies.
•Synthesize quality scores, training completion, and AI insights into executive dashboards and collaborate with Product, Engineering, Business, and external vendors to align to business targets.

Pay and Benefits

Perks:Health InsuranceCritical IllnessDentalLife InsuranceEmployee AssistanceOnsite MedicalMaternity BenefitPaternity BenefitRelocation BenefitsEmployee Pf

Key Requirements

•5+ years managing Quality Assurance/Training operations in a lending or banking collections environment (telecalling and field).
•Bachelor’s or Master’s degree from a recognized institution.
•Exceptional verbal and written communication for delivering high-impact training and handling compliance conversations.
•Good analytics and presentation skills for reporting and dashboards.
•Experience with AI-enabled call monitoring, speech analytics, or automated QA platforms is a plus.

Experience:5+ yearsLendingBankingCollectionsTelecallingField operations

Education:Bachelor's

Skills:CommunicationAnalyticsPresentationStakeholder managementCompliance mindset

Languages:English

Tech Stack:AISpeech analyticsCall monitoringAutomated QA

Company Brief

PhonePe

PhonePe is an Indian digital payments and financial services platform offering UPI payments, wallet services, mutual funds, insurance, and merchant solutions to consumers and businesses across India.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Private Equity Backed

Headquarters: Bengaluru, India

Founded: 2015

Website LinkedIn

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PhonePe

1 day ago

Associate Manager - Training & Quality

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Education & Training

Seniority: Manager level

Key Responsibilities

•Design, develop, and execute onboarding training programs for new telecalling and field collections hires.
•Ensure regulatory and internal code-of-conduct compliance, and run monthly refresher programs for process and product updates.
•Partner with external telecalling agencies to manage call quality evaluations under defined SLAs and conduct calibration with quality auditors.
•Use AI-enabled speech and text analytics to derive insights on customer sentiment, objections, and agent behavior, and feed recommendations into training scripts and methodologies.
•Synthesize quality scores, training completion, and AI insights into executive dashboards and collaborate with Product, Engineering, Business, and external vendors to align to business targets.

Pay and Benefits

Perks:Health InsuranceCritical IllnessDentalLife InsuranceEmployee AssistanceOnsite MedicalMaternity BenefitPaternity BenefitRelocation BenefitsEmployee Pf

Key Requirements

•5+ years managing Quality Assurance/Training operations in a lending or banking collections environment (telecalling and field).
•Bachelor’s or Master’s degree from a recognized institution.
•Exceptional verbal and written communication for delivering high-impact training and handling compliance conversations.
•Good analytics and presentation skills for reporting and dashboards.
•Experience with AI-enabled call monitoring, speech analytics, or automated QA platforms is a plus.

Experience:5+ yearsLendingBankingCollectionsTelecallingField operations

Education:Bachelor's

Skills:CommunicationAnalyticsPresentationStakeholder managementCompliance mindset

Languages:English

Tech Stack:AISpeech analyticsCall monitoringAutomated QA

Company Brief

PhonePe

PhonePe is an Indian digital payments and financial services platform offering UPI payments, wallet services, mutual funds, insurance, and merchant solutions to consumers and businesses across India.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Private Equity Backed

Headquarters: Bengaluru, India

Founded: 2015

Website LinkedIn