The Role
Conduct call audits for quality, compliance, customer experience, and SLA adherence across the Merchant Help Desk. Develop quality frameworks, administer process knowledge tests and certifications, identify process or product issues, and provide actionable feedback. Collaborate with operations and training teams to address skill gaps, track quality trends, and prepare performance reports.
Summary Generated by Built In
About Us:
Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.
One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.
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.
Why Join Us:
A collaborative, output-driven program that brings cohesiveness across businesses
through technology.
Play a key role in maintaining and elevating service quality across a large-scale support
operation.
A solid 360° feedback from your peer teams on your support of their goals.
Respect, that is earned, not demanded from your peers and manager.
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 offs
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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.
