MIS Analyst, Training and Quality

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses 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 take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

JOB DESCRIPTION 

Role :MIS Training and Quality

Title :  MIS Training and Quality

Location : Bangalore

Reporting to:  CX Head Training & Quality 

About Phonepe : 

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, and data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app that offered money transfers to individuals and merchants, recharges, and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, and Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function:

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with real-time insights and customer feedback.

Function Summary: 

The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers. We monitor and coach the employees to do their jobs effectively and help them be engaged, productive, and efficient.

Job Summary 

As a MIS Training and Quality specializing in Customer Experience (CX), you will play a crucial role in transforming data into compelling stories that drive our customer engagement strategies. You will analyze Quality, Training and customer data to identify trends, patterns, and opportunities for improving customer satisfaction and loyalty. Your analytical skills and storytelling abilities will help shape the overall customer experience and influence Training and Quality business decisions.

Key Responsibilities:

• Data Analysis: Collect, process, and analyze large quality audits and training datasets related to customer interaction audits and feedback. Identify trends, patterns, and insights to improve the customer experience.
• Storytelling with Data: Craft compelling narratives from data insights that effectively communicate the story behind the numbers. Engage internal and external stakeholders by presenting data-driven stories that inspire action and change.
• Reporting and Visualization: Develop and maintain Training and Quality dashboards and reports to communicate insights to the quality and training stakeholders. Use data visualization tools to present digital, manual and other complex data in an easily understandable format.
• Customer Insights: Work closely with the Quality and training team to identify areas for improvement and innovation in the Quality and Training deliverables and Insights management. Provide insights to enhance customer satisfaction, process and platform experience and policy recommendations. .
• Collaboration: Partner with cross-functional teams, including strategy, product development, and customer service, to ensure a holistic approach to customer experience improvements.
• Predictive Modeling: Utilize predictive analytics to forecast Quality impact, training effectiveness, customer experience basis the quality insights trends. Develop quality models to identify potential risks and opportunities.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) related to customer experience for all phone pe programs. Track the impact of implemented quality and training strategies and recommend adjustments as needed
• Continuous Improvement: Stay updated with industry trends and best practices in data analytics and customer experience. Propose innovative solutions to enhance data analysis processes.

Qualifications:

• Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field. A master’s degree is a plus.
• Proven experience as a Data Analyst, preferably within a customer experience or quality & training context.
• Strong proficiency in data analysis tools with advanced excel knowledge and languages such as SQL, Python, or R.
• Experience with data visualization tools like Google data studio,  Tableau, Power BI, or similar.
• Familiarity with customer experience metrics and methodologies is preferred.
• Strong communication and storytelling skills, with the ability to present complex data insights to non-technical stakeholders in an engaging manner.
• Ability to work independently and collaboratively in a fast-paced environment.

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

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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