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Paytm
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Call Quality Analyst - Associate- MHD

Call Quality Analyst - Associate- MHD

Paytm

1 years

3 - 7 Lacs

Noida

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

mobile payments code monitoring transactions frequency data training excel powerpoint communication collaborative support lending

Work Mode

On-site

Job Type

Part Time

Job Description

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 team : Merchant Helpdesk team handles merchant queries and concerns on QR code,EDC and Soundbox related issues like Payment, settlement, device related issues etc.

About the role: The candidate will be responsible for addressing concerns and complaints raised by merchants on a daily basis, ensuring all tasks are resolved within the defined TAT while maintaining a

high standard of merchant experience.

Expectations/ Requirements

Minimum 1 Year of Experience in Agent/Center Quality

Monitoring of transactions as per process guidelines

Providing event-based and frequency-based feedback

Collecting data on the CTQs as defined in the SLA and track the same

Assisting Ops in identifying training needs for the agents and process level issues that can help improve

performance

Participating in team huddles and providing brief on Quality performance in the process

Brief new agents joining the process and explain how the quality function operates in the process

Co-ordinate all process improvement initiatives

Competencies Required:

Ability to work in a continually challenging environment

Understanding of end-to-end processes and appreciation of critical parameters

Knowledge of MS Office – Excel, PowerPoint, Word

Good communication skills (English/Hindi)

Good analytical skills – to be tested through Quality Aptitude Test

Self-initiated and zeal for continuous improvement

Why join us

A collaborative output driven program
Improve the average revenue per use by increasing the cross-sell opportunities
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!

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Call Quality Analyst - Associate- MHD