Merchant Helpdesk - Quality Analyst

About Us:

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

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.