Associate Manager - Training & Quality

About the role

You will oversee training and quality standards for our collections operations, ensuring all teams follow strict regulatory and internal protocols. This role involves managing performance through AI-driven insights and direct oversight of external agency partners.

Key facts

What you'll do

• Create and deliver onboarding programs for new hires in telecalling and field collections.
• Enforce internal collection codes of conduct and regulatory compliance to minimize operational risk.
• Conduct monthly refresher training to keep teams updated on new lending products and negotiation tactics.
• Manage external telecalling agencies to ensure they meet agreed service level agreements.
• Perform calibration sessions with agency auditors to maintain consistent scoring standards.
• Enforce a disciplinary framework, including issuing warnings for compliance or quality failures.
• Utilize AI-based speech and text analytics to evaluate agent performance at scale.
• Translate data into actionable training improvements for scripts and collection methods.
• Report quality scores and training metrics to senior leadership and the Collection Strategy Head.
• Coordinate with product and engineering teams to align training with business goals.

Requirements

• Minimum 5 years of experience in quality assurance or training within banking or lending collections.
• Bachelor or Master degree from a recognized institution.
• Strong verbal and written communication skills for training delivery and compliance discussions.
• Proficiency in data analysis and presentation.

Nice to have

• Experience with AI-enabled call monitoring or automated quality assurance software.

Skills & tools

• Speech and text analytics tools
• Automated QA platforms
• Performance management frameworks
• Executive reporting and dashboarding

Practical notes

• Benefits include medical, critical illness, accidental, and life insurance.
• Wellness support includes an employee assistance program, onsite medical center, and emergency support.
• Parental support covers maternity, paternity, adoption assistance, and day-care programs.
• Retirement and financial benefits include PF, gratuity, NPS, leave encashment, car lease, and salary advances.
• Relocation and travel support policies are provided.
• PhonePe is an equal opportunity employer. Candidates requiring reasonable accommodation during the hiring process should use the provided disability support form.