The Role
Perform call audits, enforce quality frameworks, run Process Knowledge Tests and certifications, identify issues and recommend improvements, share feedback with stakeholders, collaborate with training, and track quality trends to ensure SLA adherence.
Summary Generated by Built In
About the role: A Call Quality Analyst is responsible for driving quality assurance across the Merchant Help Desk vertical, ensuring every customer interaction meets the highest service standards. The role combines call auditing, process improvement, and stakeholder collaboration to maintain consistent quality across the support function.
Key Responsibilities
Conduct call audits to assess quality, compliance, and overall customer experience.
Develop and implement quality assurance policies and frameworks for the team.
Conduct Process Knowledge Tests (PKT), certifications, and periodic inspections.
Identify process or product issues and present practical, actionable solutions.
Share audit findings and feedback with relevant stakeholders and operations teams.
Collaborate with training teams to close skill and knowledge gaps identified during audits.
Track quality trends and prepare regular quality performance reports.
Ensure adherence to defined quality standards and SLAs across the vertical.
Desired Skills and Qualifications
Graduate in any discipline.
Minimum 2 years of experience in call center quality assurance.
Strong attention to detail and analytical skills.
Excellent verbal and written communication skills.
Ability to identify issues and propose practical, out-of-the-box solutions.
Prior experience in a Merchant/Help Desk or similar support environment preferred.
Proficiency in MS Office and quality monitoring tools is an added advantage.
Should be willing to work in rotational day shifts with rotational weekly off.
Compensation: If you are the right fit, we believe in creating wealth for you.
With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India's largest digital lending story is brewing here. It's your opportunity to be a part of the story!
Skills Required
- Graduate in any discipline.
- Minimum 2 years of experience in call center quality assurance.
- Strong attention to detail and analytical skills.
- Excellent verbal and written communication skills.
- Ability to identify issues and propose practical, out-of-the-box solutions.
- Prior experience in a Merchant/Help Desk or similar support environment.
- Proficiency in MS Office and quality monitoring tools.
- Willingness to work rotational day shifts with rotational weekly off.
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The Company
What We Do
Paytm Payments Services Limited (PPSL) is a wholly owned subsidiary of One97 Communications. It is a technology company that provides digital payment solutions, including payment gateways, and financial tools for businesses in India. Its mission is to drive financial inclusion by empowering online brands, startups, and small merchants to accept digital payments and manage their business operations efficiently through robust, secure, and reliable technology.
