Associate Manager – Quality & Training (Collections)

PhonePe
Bengaluru
Workplace: OnsiteFull timeFunction: Education & TrainingExperience: 5+ yearsSkills: ["Communication","Presentation","Analytics","Stakeholder management"]

Own end-to-end onboarding and refresher training for telecalling and field collections while ensuring 100% compliance with regulatory guidelines and internal code of conduct. Partner with telecalling agencies to monitor call-quality against SLAs, run performance calibration, and drive targeted correction and consequence management. Leverage AI-enabled speech/text analytics to extract insights, feed recommendations into training, and measure impact on collection efficiency and recovery outcomes through executive dashboards.

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FursaFursa
PhonePe
PhonePe
19 hours ago

Associate Manager – Quality & Training (Collections)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own end-to-end onboarding and refresher training for telecalling and field collections while ensuring 100% compliance with regulatory guidelines and internal code of conduct. Partner with telecalling agencies to monitor call-quality against SLAs, run performance calibration, and drive targeted correction and consequence management. Leverage AI-enabled speech/text analytics to extract insights, feed recommendations into training, and measure impact on collection efficiency and recovery outcomes through executive dashboards.
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 collection hires, and ensure adherence to regulatory and internal collection code of conduct.
  • •Plan monthly refresher training sessions covering process changes, new lending products, and updated negotiation/compliance strategies.
  • •Partner with telecalling agencies to evaluate call quality against SLAs, run calibration sessions, and mandate targeted refresher programs for skill gaps.
  • •Implement a consequence management matrix, including L1 and L2 warnings for repetitive compliance or quality offenders.
  • •Use AI-enabled speech/text analytics to extract insights on sentiment, objection handling, and agent behavior; integrate outputs into training and report impact on collection efficiency and recovery.

Pay and Benefits

Perks:Health InsuranceCritical IllnessDentalLife InsuranceEmployee AssistanceOnsite MedicalMaternity BenefitPaternity BenefitAdoption AssistanceDay-care SupportRelocation BenefitsTransfer SupportTravel AllowanceEmployee PfFlexible Pf

Key Requirements

  • •5+ years managing Quality Assurance/Training operations in a lending or banking collections environment covering telecalling and field work.
  • •Bachelor’s or master’s degree in a relevant field.
  • •Proficiency in Kannada, Tamil, Telugu, and Malayalam.
  • •Exceptional verbal and written communication to deliver high-impact training and manage difficult compliance conversations.
  • •Experience with AI-enabled call monitoring, speech analytics, or automated QA platforms is a plus.
Experience:5+ yearsLendingBanking collections
Skills:CommunicationPresentationAnalyticsStakeholder management
Languages:KannadaTamilTeluguMalayalam
Tech Stack:AI-enabled call monitoringSpeech analyticsSpeech and text analyticsAutomated QA platformsExecutive dashboards

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
WebsiteLinkedIn